Digital Banking Lead (UAE Nationals Only)

Job Responsibility:

• Drive initiatives to improve mobile app ratings, customer satisfaction, and digital channel adoption.
• Analyze customer feedback, journey analytics, and market trends to identify opportunities for enhancing digital experiences.
• Monitor digital channel performance and manage incidents, disruptions, and service issues to minimize customer impact.
• Partner with IT, Product, Operations, and Customer Service teams to implement enhancements and ensure seamless customer experience.
• Recommend platform improvements and support the development of innovative digital solutions.
• Lead complaint resolution efforts across digital channels and ensure root cause analysis and permanent fixes are implemented.
• Conduct process reviews and identify opportunities to improve turnaround times, simplify customer journeys, and reduce manual intervention.
• Create digital awareness content, including customer education videos and digital newsletters.
• Support customers and frontline teams in maximizing the use of digital banking services.

Monitor service quality and operational performance, providing feedback to ensure adherence to SLAs and improvement of First Contact Resolution (FCR).

Job Skills & Qualifications:

• Bachelor Degree

2+ years minimum experience in Digital Channels

What we offer you:

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare

• Preferential banking facilities for employees