CX Lead and project Manager

Job Description

• Ensure all journey designs are customer centric and respond to client feedback and needs taking into consideration clients feedback, complaints, etc.
• Able to produce and exercise rigorous testing for journeys and recognize errors.
• Undertake and present user experience research to feed into the design to ensure the optimal user experience.
• Understand and review the customer journeys end-to-end.
• Foster innovation and ensure customer focus to ensure the digital experiences are contemporary, innovative, and meet customer needs.
• Detect and track digital/processes defects and inconsistencies.
• Work with Digital Squads to provide timely solutions where gaps are identified.
• Foster customer and frontline feedback to enhance customer experience.
• Analyze client's data/information of NPS, Feedback, Complaints, interactions to address issues and pain points to enhance customer experience.
• Responsible for running and delivering all CX projects under the umbrella of respective Tribe.
• Ensure that all deliverables are delivered on-time and within scope.
• Continuously enhance the client interactions and journeys within the respective tribe.
• Provide approval on concepts, designs, and communications in line with CX & conduct guidelines.
• Establish and maintain relationships with third parties/vendors.
• Drive better CX across all relevant channels and touchpoints.
• Responsible for the overall direction and management of RBG CX related projects in UAE, and across geographies.

Responsibilities

• Improve customer satisfaction through improved digitized experiences.
• Improved CX through key participation in journey design and testing impacting client experience.
• Enhance CX metrics across the board.
• Deliver critical projects on time.
• Deliver journeys that reflect the customers and analyze their feedback.
• Escalate concerns to management when required.
• Interact with customers and analyze their feedback.

Qualifications

• Should be professional, proactive, and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs.
• Strong analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions, and recommend process and product improvements.
• Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution.
• In-depth understanding of Retail Banking products and services, processes, and system complexities.