Senior Officer Service improvement

SUMMARY OF ROLE:
The Senior Officer – Service Improvement is responsible for ensuring all customer journeys are customer-centric, compliant, and easy to adopt across digital and assisted digital banking. The role drives digital adoption and reduces dependency on branches and call centers. It also ensures regulatory processes are customer-friendly while remaining fully aligned with compliance, with the overall goal of improving satisfaction, loyalty, and efficiency.

KEY RESPONSIBILITIES:
Responsibilities
Customer Experience
• Customer Experience with banking experience to digitalize current manual process
• CX Journey Mapping & Voice of Customer (VoC)
• UX/UI Collaboration & Process Optimization across bank
• Digital Adoption & Self-Service Tools
• Collaborated with IT and product teams to implement self-service tools
• Partnered with UX/UI teams to improve interface usability based on customer insights.
• Omnichannel Platforms

Communication & Stakeholder Engagement
• Develop targeted communication materials to support change awareness and buy-in.
• Facilitate information sessions, roadshows, or town halls for impacted teams.
• Manage stakeholder feedback and escalate resistance or concerns for resolution.

Training & Adoption Change
• Coordinating with HR, L&D, and functional leads to deliver training plans for new systems, processes, or behaviors.
• Track adoption rates and user feedback to assess post-implementation change effectiveness.
• Support coaching and reinforcement strategies to sustain change.

Monitoring, Reporting & Support
• Maintain detailed change logs, issue trackers, and progress reports.
• Monitor KPIs related to change management (e.g., engagement, resistance levels, completion of actions).
• Provide direct support to project teams, department heads, and sponsors throughout the change lifecycle.



Requirements

• Omani nationals only
• Bachelor’s degree in business administration, Quality Management, or related field
• 6 years of experience in a change management or transformation support role.