Digital & CX Business Relationship Manager

Role overview

Key responsibilities

• Partner with Digital and CX business unit heads to identify, shape, and prioritize initiatives.
• Develop end-to-end business cases covering rationale, expected benefits, cost estimates, and delivery feasibility.
• Translate business requirements into scope IT Delivery can plan and estimate, and communicate delivery constraints as business trade-offs.
• Own the initiative lifecycle from intake through business case approval and track progress against plan.
• Coordinate with vendors and internal IT teams on digital platform and UX solution options.
• Prepare initiative documentation and management status updates.
• Identify and escalate risks, issues, and dependencies proactively.
• Align Digital and CX initiatives with the bank's strategy program.

Requirements

• Bachelor's degree in Business Administration, Information Systems, Design, or a related field; an MBA is a plus.
• Strong understanding of digital banking channels and customer experience design principles.
• Proven experience building business cases that bridge business value and IT delivery.
• PMP or equivalent certification preferred.
• Strong stakeholder management across business, UX/product, and technical teams.
• Strong written and verbal communication in English and Arabic.
• Familiarity with SAMA regulatory requirements relevant to digital channels and customer experience.
• 5–8 years in project management, business analysis, or business relationship management in digital banking or customer experience.