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 of the customer journeys end-to-end.
Foster innovation and ensure customer focus to ensure the digital experiences are contemporary, innovative, and meets customer needs
Detect and track digital / processes defects and inconsistencies.
Work with Digital Squads to provide timely solutions where gaps 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, comms inline 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
Enhances CX metrics across the board
Deliver critical projects on time
deliver journeys that reflects the customers and analyze their feedback
Escalate concerns to management and 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

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