Senior Specialist, Digital Transformation - BB Customer Service & Quality

About the Job
The Senior Specialist for Digital Transformation in BB Customer Service & Quality is responsible for enhancing the organization’s operations by identifying and improving outdated or inefficient processes, which ultimately saves time, reduces costs, and boosts productivity. This role involves initiating and tracking developments, measuring success, and ensuring the transformation delivers long-term value while aligning with business goals.

Key responsibilities include monitoring transformation roadmaps, setting milestones, managing risks, analyzing and optimizing bank processes to reduce turnaround times and improve workflows, and assessing new technologies for operational enhancements. The specialist will oversee the transition from traditional methods to digital systems, integrating automation and AI to improve performance and data utilization.

Additional tasks involve performing User Acceptance Tests (UATs), interacting with executives and teams to align goals, optimizing both digital and physical service channels, hosting stakeholder meetings for updates and feedback, collaborating with digital squads for process automation, and providing ongoing support for users. The specialist will also review risk and control frameworks, design training materials for new processes, and raise User Request Forms (URFs) for process changes.

Location
United Arab Emirates