Head Customer Journey Design

Tandem Search

Abu Dhabi, UAE

Ref: KP709-2966

Job description / Role

Employment: Full Time

Job Title: Head - Customer Journey Design
Location: Abu Dhabi, UAE

The main requirement will be to manage the optimization and refinement of the Banks end-to-end (E2E) customer journey, conduct comprehensive reviews of the customer journey, identify pain points, and lead digital initiatives to enhance operational efficiency, reduce friction, elevate customer satisfaction and ensure a seamless and positive experience for the Banks customers.

Key Responsibilities:

Strategy Development

• Develop and execute a comprehensive customer journey strategy aligned with the company's overall business objectives.
• Continuously evaluate market trends, customer feedback, and industry best practices to refine and optimize strategies.

Customer Research
• Lead efforts to gather insights into customer needs, preferences, and pain points through qualitative and quantitative research methods.
• Utilize data analytics, surveys, and customer feedback to inform decision-making and drive improvements in the customer journey.

Journey Mapping
• Collaborate cross-functionally to map out customer journeys across all touchpoints, identifying key interactions, pain points, and opportunities for improvement.
• Develop customer personas and segmentation strategies to tailor experiences to specific customer segments.

Experience Design
• Lead the design and implementation of innovative and seamless customer experiences across all channels, including digital platforms, physical locations, and customer service interactions.
• Partner with internal teams and external vendors to create engaging content, user interfaces, and communications that enhance the customer journey.

Performance Measurement
• Define and track key performance indicators (KPIs) to assess the effectiveness of customer journey initiatives.
• Analyze performance data to identify trends, uncover insights, and make data-driven recommendations for optimization and enhancement.

Team Leadership
• Provide leadership, guidance, and mentorship to a team of customer journey design professionals.
• Foster a culture of collaboration, innovation, and continuous learning to drive team success and individual growth.

Stakeholder Engagement
• Build strong relationships with internal stakeholders, including marketing, sales, product development, and customer service teams, to ensure alignment and collaboration in delivering exceptional customer experiences.
• Serve as a trusted advisor to senior leadership on customer experience matters.


• Qualification / Certification in Business Administration.
• Certification in Lean/Six Sigma Black Belt or Agile Methodologies.
• We are looking for prospective candidates with at least 10 years of experience in Process Excellence, preferably in Banking operations with at least 5 years experience leading a Process design team.
• Experience of, and exposure to, Banking Operations and process improvement and re-engineering
• Relationship management, influencing, and negotiation skills.
• Leadership and change management skills.

About the Company

Building businesses, changing lives

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.

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