JOB PURPOSE:

To act as the lead/delivery champion for all internal stakeholders, articulating and influencing the digital strategy, translating business objectives into tangible improvements to the digital Customer experience (CX), challenging requirements if not in the best interests of customers/Bank to ensure digital business objectives are met

KEY WORKING RELATIONSHIPS:

Relationship
• Line Manager
Purpose
• To coordinate team direction and support, discuss performance and ensure objectives are met
Frequency
• Daily

Relationship
• Internal Stakeholders
Purpose
• To determine/agree digital CX requirements
Frequency
• Ad hoc

Relationship
• Peers
Purpose
• To collaborate and share knowledge and information on all digital customer experience initiatives
Frequency
• Daily

Relationship
• Direct Reports
Purpose
• To exchange information and provide direction
Frequency
• Daily

Relationship
• Finance and Procurement Team
Purpose
• To liaise on digital CX budgets, reconciliation, follow up on expenditure proposals, cost estimates and payments and answer queries on quotations/estimates
Frequency
• Weekly

ACCOUNTABILITIES

Accountability
• Customer Experience and Visual Design
• Description
• Oversee digital interactions between customers and the Bank to ensure they have a good experience at every touchpoint conducted on the digital platform
• Define and analyse customer behaviours, identifying opportunities for CX site optimisation, coordinating between digital platforms in order to create the best experience for every customer
• Build measurement frameworks and validation metrics, monitoring data quality, analyse various forms of data in order to develop insights and recommendations to improve CX based on the analytics results/finding

Accountability
• Stakeholder Management
Description
• Build relationships with stakeholders to understand their digital business objectives/strategy in order to influence the digital strategy, translating the business objectives into tangible improvements to the digital CX
• Provide guidance to stakeholders on user experience (UX) and user interface (UI) related decisions appropriate to their business, challenging requirements if required to ensure the interests of customers are reflected
• Recommend digital experiential solutions that address business challenges in order to support the implementation of best in class digital solutions and achieve organisational goals and objectives

Accountability
• Delivery Management
Description
• Provide delivery project management disciplines, processes, structures and tools to UX, visual designers (VD) and developer teams across transformation projects to ensure projects are delivered on time and within budget
• Lead and manage the bank wide UX/UI work stream across research, interviews, findings, journey mapping, prototyping, usability tests, VD and front-development to ensure compliance to the agreed scope
• Coordinate effective stakeholder engagement and communication in order to keep to agreed timelines for initiatives, escalating potential delays concerning timing or the integration process
• Guide teams through customer-centred design processes, advising on how to observe, ideate, prototype, design and measure the impact of digital experiences in order adapt the project based on observations and findings
• Define and implement digital UX and UI projects from ideation stage to project roll out to keep project on tract and within agreed scope/budget

Accountability
• People Management
Description
• Manage self and team in line with the Bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance
• Manage the effective achievement of the team’s objectives through setting individual objectives, managing performance, developing the team and providing formal and informal feedback to maximise overall performance, engagement and motivation

Accountability
• Budget Management
Description
• Contribute to the preparation of the business area’s budget and manage and monitor the financial performance against the budget so that areas of unsatisfactory performance are identified, rectified promptly and potential performance improvement opportunities are capitalised upon

Accountability
• Policies, Processes, Systems and Procedures
Description
• Recommend and implement improvements to departmental policies, procedures and processes covering all areas of activity so that all relevant procedural requirements are fulfilled while ensuring that the Bank delivers best-in-class services, products and innovation

Accountability
• Continuous Improvement
Description
• Identify opportunities to contribute to organisational and departmental change initiatives, programmes and projects taking into account best practice and standards in the business environment

Salary:
AED 45,000 to 60,000 per month inclusive of fixed allowances.