Senior Lead Customer Experience

Job description / Role

About ENBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region.

Job overview

As a Senior Lead Group Customer Experience at Emirates NBD, your role is to manage a transformation work-stream with 3-4 initiatives concurrently, depending on their complexity. The role requires strong problem solving, process/journey design, converting high level design to tangible requirements and project management elements to deliver high impact initiatives for sizeable impact on key business metrics e.g., sales, profitability, customer experience, cost efficiency.

This is a techno-functional role and is critical for realization of the bank's Customer Experience and Transformation agenda.

Key responsibilities

• Conduct diagnostic (stakeholder interviews, analysis, process shadowing, primary and secondary research).
• Support GCE leadership in or facilitating design workshops to push stakeholder thinking towards customer experience and transformation.
• Understand, analyze, and map complex customer journeys and business processes. Use these maps to identify areas for improvement and innovation, guiding the team in the development of streamlined and effective solutions.
• Recommend potential solutions based on understanding of functional requirements and working knowledge of digital solutions.
• Synthesize insights from research, design, business, and technology to shape innovative services and solutions. Champion the integration of these diverse perspectives to drive the creation of solutions and services that are both futuristic and practical.
• Lead implementation of solutions on the ground and benefit realization.
• Challenge requirements where process is sub-optimal and ensure process is optimized as much as possible.
• Be first point of contact for working or impacted teams for project engagement.
• Maintain an understanding of business context and pain points for the scope being addressed within ongoing projects.
• Provide quick guidance on queries or connect them to the right stakeholders.

Skills and experience

• Master's degree in relevant specialization or MBA.
• Lean Six Sigma Black Belt.
• Customer experience certifications.
• 2-3 years in a customer experience or transformation projects team in a large organization (business/techno-functional side, not IT project roles) or 5-7 years on the business/operations side within financial services.
• Demonstrated experience in leading solution design project execution for at least 2 successful large scale or high impact programs.
• Demonstrated experience in independently leading project management for at least 1 successful large scale or high impact program and for 2-3 projects in supporting capacity.

There's never been a better time to join Emirates NBD.

We're one of the region's most recognisable brands. We're banking innovation leaders. We're growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.

At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.