Customer Journey Architect Digital Transformation

First Abu Dhabi Bank

Job Details
Location: United Arab Emirates
Location: Abu Dhabi
Industry: Banking / Mortgage Professionals
Function: Strategy / Consulting
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time

What You ll Do

* Architect customer journeys that connect business goals, customer needs, and enabling technologies
* Serve as a key link between customer experience, strategy, and enterprise architecture
* Lead the creation and maintenance of customer journey blueprints aligned with business capabilities
* Embed capability-led and value stream-based design into onboarding, service recovery, and digital channels
* Integrate cloud-native services (AWS, Azure), serverless computing, and event-driven patterns into journey platforms
* Partner with CX, product, and channel teams to align transformation programs with customer-centric outcomes
* Ensure architectural alignment across applications, data, and infrastructure layers
* Track performance and maturity of journeys, driving improvements through analytics and feedback loops
* Promote reuse of digital capabilities such as KYC, authentication, and communication across journeys
* Coach stakeholders and teams in experience-driven design practices

Ideal Profile

* Bachelor s or Master s degree in Computer Science, Business Architecture, or related field
* Proven expertise in journey-centric design and enterprise architecture within banking or large-scale organizations
* Strong experience with AWS and Azure cloud services, containerization, and microservices platforms
* Proficiency in event-driven and asynchronous processing models
* Skilled in capability mapping, value stream optimization, and CX-to-tech translation
* Strategic thinker with ability to drive roadmap alignment and prioritize based on business value
* Excellent collaboration, communication, and stakeholder management skills