Head - Customer Journey Design
تفاصيل الوظيفة
Job Title: Head - Customer Journey DesignLocation: Abu Dhabi, UAEThe main requirement will be to manage the optimization and refinement of the Bank's end-to-end (E2E) customer journey, conduct comprehensive reviews of the customer journey, identify pain points, and lead digital initiatives to enhance operational efficiency, reduce friction, elevate customer satisfaction, and ensure a seamless and positive experience for the Bank's customers.Key Responsibilities:Strategy DevelopmentDevelop and execute a comprehensive customer journey strategy aligned with the company's overall business objectives.Continuously evaluate market trends, customer feedback, and industry best practices to refine and optimize strategies.Customer ResearchLead efforts to gather insights into customer needs, preferences, and pain points through qualitative and quantitative research methods.Utilize data analytics, surveys, and customer feedback to inform decision-making and drive improvements in the customer journey.Journey MappingCollaborate cross-functionally to map out customer journeys across all touchpoints, identifying key interactions, pain points, and opportunities for improvement.Develop customer personas and segmentation strategies to tailor experiences to specific customer segments.Experience DesignLead the design and implementation of innovative and seamless customer experiences across all channels, including digital platforms, physical locations, and customer service interactions.Partner with internal teams and external vendors to create engaging content, user interfaces, and communications that enhance the customer journey.Performance MeasurementDefine and track key performance indicators (KPIs) to assess the effectiveness of customer journey initiatives.Analyze performance data to identify trends, uncover insights, and make data-driven recommendations for optimization and enhancement.Team LeadershipProvide leadership, guidance, and mentorship to a team of customer journey design professionals.Foster a culture of collaboration, innovation, and continuous learning to drive team success and individual growth.Stakeholder EngagementBuild strong relationships with internal stakeholders, including marketing, sales, product development, and customer service teams, to ensure alignment and collaboration in delivering exceptional customer experiences.Serve as a trusted advisor to senior leadership on customer experience matters.Qualifications and Experience:Qualification / Certification in Business Administration.Certification in Lean/Six Sigma Black Belt or Agile Methodologies.We are looking for prospective candidates with at least 10 years of experience in Process Excellence, preferably in Banking operations with at least 5 years experience leading a Process design team.Experience of, and exposure to, Banking Operations and process improvement and re-engineering.Relationship management, influencing, and negotiation skills.Leadership and change management skills.
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