Senior Manager CX Insights & Journeys Emirates Islamic

The primary purpose of this job is to assist Relationship Manager in

• Utilize the bank data to identify processes and journeys that require improvement based on their current performance and KPIs
• Conduct a thorough analysis of the current behavior, identify process weak points
• Propose and drive initiatives backed by a clear plan with pre-identified goals that contribute to the CX strategy
• Maintain a roadmap for initiatives and activities required to keep improving the customer journeys (IT & Non-IT dependent)
• Work closely with stakeholders such as Channel owners to align on priorities of journeys that require improvements and co-drive the delivery
• Provide regular updates and feedback on the launched initiatives, their performance vs the projected results, and their contribution to the bank.
• Propose amendments to update current MIS to improve reporting efficiency and consistency.
• Work with internal stakeholders such as Operational Risk, Operations, and compliance to ensure proper documentation and bank processes are adhered to
• Liaise with front line staff such as Call Center and Branches to ensure processes are clearly understood, implemented, and followed
• Work closely with the CX team members to keep up to date on the identified issues, root cause analysis, and voice of customer performance and results

u>Job Skills & Qualifications:/u>

• Relevant education with minimum of Bachelors Degree
• Minimum 7 years banking experience with minimum 3 years experience in a similar position/role