CB Digital Liabilities & CRM Lead

Arab Bank

Digital Transformation & Strategy

Lead and execute digital transformation initiatives aligned with the bank s retail strategy.

Translate business goals into digital roadmaps with measurable KPIs and value outcomes.

Identify opportunities for digitization, automation, and innovation in customer journeys.

Business Process Reengineering

Analyze and redesign core retail banking processes to enhance efficiency, reduce cost, and improve customer experience.

Conduct gap analyses and lead workshops with cross-functional teams to capture as-is and to-be processes.

Champion lean practices and process simplification across the retail division.

Digital Onboarding

Lead the design and implementation of fully digital onboarding experiences for new retail customers.

Ensure compliance with KYC/AML regulations while maintaining a frictionless user experience.

Work closely with legal, compliance, and technology teams to streamline and automate verification processes.

Digital Products Management

Oversee the development and lifecycle management of digital retail banking products, including digital accounts.

Collaborate with business units to identify customer needs and translate them into digital product features and enhancements.

Track performance metrics and customer feedback to continuously improve product offerings.

CRM & Customer Engagement

Oversee implementation and optimization of CRM systems to improve lead generation, customer onboarding, and lifecycle management.

Partner with analytics teams to leverage CRM data for personalized engagement and cross-selling.

Agile Project Management & Product Ownership

Act as Product Owner in Agile squads, prioritizing backlogs, defining epics/user stories, and ensuring timely delivery.

Facilitate agile ceremonies and drive iterative development with continuous feedback loops.

Manage vendor and stakeholder relationships for project execution.

Business Analysis & Requirements Elicitation

Conduct detailed business analysis to understand pain points, opportunities, and operational impacts across retail channels.

Gather, document, and validate business and functional requirements in collaboration with stakeholders.

Translate requirements into actionable user stories, use cases, process flows, and specifications for development teams.

Change Management

Lead change initiatives by preparing and supporting retail teams for process, system, and behavioral changes.

Develop communication plans, training materials, and support structures to ensure adoption and sustainability.

Monitor change readiness and resistance, adjusting approaches as needed.