Senior Officer Service Improvement
Tawteen
Employer Active
Posted on 13 Oct
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Experience
6 - 8 Years
Education
Bachelor of Business Administration(Management)
Nationality
Omani
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Customer Experience
Customer Experience with banking experience to digitalize current manual process
CX Journey Mapping & Voice of Customer (VoC)
UX/UI Collaboration & Process Optimization across bank
Digital Adoption & Self-Service Tools
Collaborated with IT and product teams to implement self-service tools
Partnered with UX/UI teams to improve interface usability based on customer insights.
Omnichannel Platforms
Communication & Stakeholder Engagement
Develop targeted communication materials to support change awareness and buy-in.
Facilitate information sessions, roadshows, or town halls for impacted teams.
Manage stakeholder feedback and escalate resistance or concerns for resolution.
Training & Adoption Change
Coordinating with HR, L&D, and functional leads to deliver training plans for new systems, processes, or behaviors.
Track adoption rates and user feedback to assess post-implementation change effectiveness.
Support coaching and reinforcement strategies to sustain change.
Monitoring, Reporting & Support
Maintain detailed change logs, issue trackers, and progress reports.
Monitor KPIs related to change management (e.g., engagement, resistance levels, completion of actions).
Provide direct support to project teams, department heads, and sponsors throughout the change lifecycle.
Desired Candidate Profile
Omani nationals only
Bachelor s degree in business administration, Quality Management, or related field
6 years of experience in a change management or transformation support role.
Company Industry
- Internet
- E-commerce
- Dotcom
Department / Functional Area
- Administration
Keywords
- Senior Officer Service Improvement
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