Senior Manager, Customer Experience Design - KSA National

Job description / Role

Job Title: Senior Manager, Customer Experience Design - KSA National
Location: Riyadh, KSA

The Bank is seeking a dynamic and experienced Senior Manager of Customer Experience Design to lead the enhancement and transformation of customer experiences across retail, corporate, and digital channels. The ideal candidate will possess a deep understanding of customer-centric design principles, coupled with a strategic mindset and strong leadership skills to drive innovative solutions that align with the Bank's vision and objectives.

Key Responsibilities:

End-to-End Journey Mapping

• Lead the development and maintenance of end-to-end journey maps for retail, corporate, and digital banking customers.
• Collaborate with cross-functional teams to identify pain points and opportunities for improvement throughout the customer journey.

Customer-Centric Design:
• Champion a customer-centric design approach, ensuring that all initiatives and projects prioritize the needs and preferences of the Bank's diverse customer base.
• Drive the implementation of design thinking methodologies to uncover insights and develop innovative solutions that enhance customer experiences.

Cross Channel Consistency:
• Work closely with stakeholders across retail, corporate, and digital banking divisions to ensure consistency and continuity of customer experiences across all touchpoints.
• Establish and enforce design standards and guidelines to maintain a cohesive brand experience.

Digital Transformation:
• Drive the digital transformation agenda by spearheading initiatives to optimize digital channels and platforms for improved usability, functionality, and overall customer satisfaction.
• Collaborate with IT and digital teams to translate customer insights into user-friendly digital solutions and interfaces.

Customer Feedback & Insights:
• Analyze customer feedback, including surveys, usability testing, and customer journey analytics.
• Utilize customer insights to inform decision-making and drive continuous improvement efforts.

Stakeholder Engagement:
• Build strong relationships with internal stakeholders at all levels of the organization, including product managers, marketing teams, and senior leadership.
• Advocate for customer experience initiatives and secure buy-in for proposed enhancements and projects.

Performance Monitoring and Reporting:
• Supervise and provide input in the preparation of timely and accurate sub-departmental statements and reports to meet the bank's and departmental requirements, policies, and standards.

Requirements

Qualifications and Experience:
• Bachelor's degree in Business Administration, Marketing, Design, or a related field. Master's degree preferred.
• Minimum of 5 years of experience in customer experience design in banking, insurance, and telco industries.
• Proven track record of leading customer experience transformation initiatives and driving measurable improvements in customer satisfaction and loyalty.
• Strong understanding of design thinking methodologies, user experience (UX) principles, and customer journey mapping techniques.
• Excellent leadership and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams.
• Strategic thinker with a data-driven approach to decision-making and problem-solving.
• Exceptional communication and presentation skills, with the ability to articulate complex concepts to diverse audiences.
• Experience working in the banking or financial services industry is highly desirable.
• Fluency in Arabic and English languages is required.

About the Company

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At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.

Who we are.

We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.