Head of Digital Customer Experience Design Head of Digital Customer Experience Design …

Madison Pearl
in Dubai, United Arab Emirates
Permanent, Full time
Last application, 21 Oct 20
Competitive
Madison Pearl
in Dubai, United Arab Emirates
Permanent, Full time
Last application, 21 Oct 20
Competitive
Our client, an established retail bank based in Dubai is currently looking for a skilled Customer Experience and Service Management professional to lead and aid the bank in its digital transformation. The successful candidate would have to have at least 15 years of experience in managing large teams, major change programmes and service management functions in the Financial Services Industry.

Key Responsibilities:

  • The select candidate will lead the bank-wide business process improvement enablement’ efforts (Lean, Six Sigma, ISO) by developing and implementing a bank continuous improvement strategy and programme to consolidate and drive process improvement initiatives across the bank.
  • He or she will lead the operational excellence programme across the bank to ensure high standards of operational excellence are realised on prioritised initiatives.
  • Develop processes to define, monitor and report service performance against service level agreements (SLAs), service metrics, service level objectives (SLO’s) and other related service targets to drive improved service quality across the bank.
  • Monitor and report service performance (including service metrics, service level objectives and operating level objectives) to drive service quality improvement within units and across the bank.
  • Oversee customer focused research and reporting on internal customer satisfaction surveys (iNPS) and employee surveys (eNPS) and customer advocacy levels/measures to identify and prioritise remedial plans and actions to drive customer focused activities across the bank.

Key Requirements:

  • Master’s in Business Administration, Finance, Economics or related field.
  • Minimum 15 years of experience with the last 5 years in a similar lead capacity.
  • Experience in leading and strategizing digital and innovation agendas.
  • Strong understanding of distribution, products, sales management, and customer solutions.
  • Excellent verbal and written communication skills at Executive Committee level.

 

Interested candidates please apply to this advertisement directly or send your CV to zunera.younas@madisonpearl.com

 

*ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED*

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