Project descriptionReputed bank in UAE is urgently looking for a resource to support for CX leads in Retail bankingResponsibilities

• \xef\x82\xa7 Able to produce and exercise rigorous test procedures and recognize errors \xef\x82\xa7 Ensure all journey designs are customer centric and respond to client feedback and needs \xef\x82\xa7 Undertake and present user experience research to feed into the design to ensure the optimal user experience \xef\x82\xa7 Understanding of the customer journey end-to-end \xef\x82\xa7 Foster innovation and customer and audience focus to ensure the Department\'s digital experiences are contemporary, innovative, and meeting customer needs \xef\x82\xa7 Detect and track digital / processes defects and inconsistencies \xef\x82\xa7 Provide timely solutions where gaps identified \xef\x82\xa7 Foster customer and frontline feedback to enhance customer experience \xef\x82\xa7 Analyze client\'s data / information to enhance customer experience \xef\x82\xa7 Responsible for running and delivering all projects under the umbrella of RBG CXCG \xef\x82\xa7 Ensure that all projects are delivered on-time, within scope and within budget \xef\x82\xa7 Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility \xef\x82\xa7 Develop a detailed project plan to monitor and track progress \xef\x82\xa7 Establish and maintain relationships with third parties/vendors \xef\x82\xa7 Improve Customer Satisfaction through improved digitized experiences \xef\x82\xa7 Improved CX through key participation in journey design and testing impacting client experience \xef\x82\xa7 Enhances CX metrics across the board \xef\x82\xa7 collaborate closely with other team members and departments \xef\x82\xa7 Interact with customers and analyze their feedback \xef\x82\xa7 Work across all levels, functions and divisions to enhance service standards \xef\x82\xa7 Escalate concerns to management and when required \xef\x82\xa7 Should be professional, proactive and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs \xef\x82\xa7 Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements \xef\x82\xa7 Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution \xef\x82\xa7 In depth understanding of Retail Banking products and services, processes and system complexities

SKILLSMust have

• Primary skillset: Customer experience, User Research and Testing, Process Optimization, Data Analysis Detailed Skills: Professional, Proactive, Customer-centric, Insightful, Process improvement, Product improvement, Stakeholder engagement, understands System complexities Analytical & logical thinking, problem-solving, user experience design, user research and testing, process optimization, stakeholder management, technical aptitude, data analysis, innovation and creativity 1. 3-5 years of experience in user experience (UX) design and research, including conducting user interviews, usability testing, journey mapping, and designing intuitive and customer-centric digital experiences. 2. 2-3 years of experience in process optimization, including identifying pain points, analyzing data, and implementing improvements to streamline workflows and enhance customer experience. 3. 3-5 years of project management experience, including developing project plans, managing stakeholders, tracking progress, and delivering projects on time and within budget. 4. Experience working in a customer-facing role or retail banking environment, with a strong understanding of banking products, services, and customer needs. 5. Familiarity with Agile/Scrum methodologies and experience working in a fast-paced, iterative environment. 6. Strong analytical and data analysis skills, with the ability to interpret customer data and translate insights into actionable recommendations. 7. Proven track record of fostering innovation and driving continuous improvement to digital experiences.

Nice to haveNA

Luxoft