CX Lead and Project Manager.Injaz - Client Experience and Conduct - Retail and Treasury.Client Experience & Conduct Group
Mashreq Corporate & Investment Banking GroupUnited Arab Emirates5 hours ago
Full-timeProject Management, Information Technology
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- Able to produce and exercise rigorous test procedures and recognize errors
- Ensure all journey designs are customer centric and respond to client feedback and needs
- Undertake and present user experience research to feed into the design to ensure the optimal user experience
- Understanding of the customer journey end-to-end
- Foster innovation and customer and audience focus to ensure the Department’s digital experiences are contemporary, innovative, and meeting customer needs
- Detect and track digital / processes defects and inconsistencies
- Provide timely solutions where gaps identified
- Foster customer and frontline feedback to enhance customer experience
- Analyze client’s data / information to enhance customer experience
- Responsible for running and delivering all projects under the umbrella of RBG CXCG
- Ensure that all projects are delivered on-time, within scope and within budget
- Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
- Develop a detailed project plan to monitor and track progress
- Establish and maintain relationships with third parties/vendors
- 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
- collaborate closely with other team members and departments
- Interact with customers and analyze their feedback
- Work across all levels, functions and divisions to enhance service standards
- Escalate concerns to management and when required
- 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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