SVP, Service, Channel Quality & Experience

We are currently partnering with a leading bank in the UAE to identify a Senior Vice President – Service, Channel Quality & Experience.

This is a senior leadership appointment for an executive with a proven track record in customer experience transformation, service quality, and operational excellence across branch and contact centre environments.

The incumbent will be responsible for designing and governing the end-to-end customer journey across the bank's branch network and contact centres.

The role carries full accountability for service quality, digital transformation, workforce optimisation, and cost efficiency.

▸ Own end-to-end customer journey mapping across branch and contact centre channels, including site visits, process mapping, and strategic alignment

▸ Establish and govern service quality frameworks, performance management systems, and staff development programmes that drive measurable on-the-job improvement

▸ Assess, recommend, and oversee the implementation of technology and automation solutions in collaboration with technical teams

▸ Lead the workforce optimisation agenda across the branch network

▸ Build, structure, and lead a newly created vertical team

▸ Drive a material reduction in customer complaints, simplify key customer touchpoints and deliver quantifiable time and cost savings through automation and AI

▸ A customer-first philosophy embedded in their leadership approach, complemented by high energy and a practical, delivery-oriented mindset

▸ Broad experience spanning guest relations, contact centre management, and on-the-ground branch operations

▸ A demonstrable history of implementing digital solutions that have materially reduced operational effort, lowered costs, and enhanced customer experience

▸ Solid, hands-on digital transformation experience with direct exposure to AI and automation initiatives that have reshaped operating models and reduced headcount or effort at scale

▸ The executive presence and organisational capability to establish and lead a new function within a complex, regulated environment

Due to the high number of applicants, only shortlisted candidates will be contacted.