CX - Customer / Colleague experience (Sr. Manager) Dubai
Role Overview
Act as the customer and colleague experience representative across the WBG transformation program.
Ensure vendor-provided journeys and channel experiences align with Invest Bank branding, customer and colleague expectations, business objectives, and standard product capabilities.
Key Skills for This Role
Full Job Posting
Role overview
Act as the customer and colleague experience representative across the WBG transformation program.
Ensure vendor-provided journeys and channel experiences align with Invest Bank branding, customer and colleague expectations, business objectives, and standard product capabilities.
Responsibilities
- Review and validate vendor journeys across onboarding, trade finance, cash management, and servicing channels.
- Align channel experiences with bank branding, user communication standards, and UX guidelines; identify improvements within vendor-platform flexibility.
- Work with vendors to understand configurable capabilities, UX options, and journey customization possibilities.
- Evaluate trade-offs between standard vendor journeys and requested enhancements or configuration changes.
- Represent customer and business experience requirements during discovery, design reviews, and UAT; drive consistency across touchpoints and channels.
- Coordinate feedback from business stakeholders, relationship managers, operations teams, and users where applicable.
- Support business readiness and user adoption activities.
Contract duration
- The initial contract is six months, with strong long-term renewal prospects.
Requirements
- The role requires representing customer and colleague experience expectations across transformation journeys and channels.
- The role requires coordinating with vendors and business stakeholders to align journeys with branding, user communication standards, and business objectives.
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