Vice President Digital Customer Experience

Assist in implementing strategies and plans to achieve migration, transaction volume, revenue, profit, and cost-saving targets for Group Retail Digital Business.

Support achievement of target budgets and collaborate with local and international partners to establish end-to-end customer value chain partnerships.

Support initiatives that increase digital migration and utilization through market intelligence and internal data analysis.

Support development of sustainable and future-proof product lifecycle strategies.

Recommend and implement innovative Customer Experience strategies leveraging technology to transform the bank into a future-ready digital organization.

Achieve and exceed KPIs established for the unit.

Implement KPIs and best practices.

Promote efficiency, productivity, cost consciousness, and waste reduction.

Operate within delegated authority limits and effectively manage delegated responsibilities.

Demonstrate strong understanding of drivers behind financial and non-financial performance.

Develop and enhance Customer Experience approaches across customer-related processes and channels.

Drive digital transformation and customer-centric engagement strategies.

Formulate customer-focused multichannel strategies.

Transform customer engagement from conventional channels to digital channels.

Establish leadership in digital brand identity.

Support customer acquisition, penetration, and retention strategies.

Establish and maintain Customer Experience measurement frameworks.

Analyze customer feedback from:

Social Media

Customer Care

App Store Reviews

Other customer feedback channels

Build and maintain effective relationships with stakeholders across the Group.

Adapt successful Customer Experience methodologies from other industries.

Implement initiatives that improve revenue, profitability, and customer satisfaction.

Create continuous customer feedback channels and use insights to drive process transformation.

Assist customers regarding bank products and services.

Maintain service levels in accordance with agreed SLAs.

Provide data and information to auditors, compliance, financial control, and risk functions when required.

Ensure compliance with policies, procedures, regulations, and best practices.

Provide expertise, coaching, and guidance to team members.

Conduct meetings and deliver presentations as required.

Develop professional relationships with current and prospective partners.

Submit periodic management and business performance reports.

Report Digital Business performance to executive management.

Lead improvement initiatives using cross-functional teams.

Encourage adoption of practices that exceed industry standards.

Foster innovative thinking within the team.

Encourage and reward innovative ideas and solutions.

Maintain strong design expertise and good IT knowledge.

Maintain knowledge of:

Financial Services

Digital Technologies

Mobile Technologies

Industry Innovation

Demonstrate strong market research capabilities.

Pursue continuous professional development.

Stay current on industry trends and developments.

Conduct regular staff performance assessments.

Resolve grievances and conflicts promptly and effectively.

Comply with all legal, regulatory, and internal compliance requirements.

Adhere to:

AML & CTF Policies

Sanctions Policies

Data Protection Policies

Fraud Control Policies

Whistle Blowing Policies

Conflict of Interest Policies

Insider Dealing Policies

Perform responsibilities under the Three Lines of Defence framework.

Manage and report risks effectively.

Support Conduct Risk requirements.

Support:

RCSA

KRIs

Incident Reporting

Remediation Activities

Maintain qualification and competence requirements.

Complete all mandatory training.

Attend mandatory internal and external seminars.

Maintain high standards of data protection and confidentiality.

Protect commercially sensitive information.

Maintain confidentiality of customer and bank information.

Share information only on a need-to-know basis with authorized stakeholders.

Uphold QNB's professional standards and reputation.

Perform any additional duties assigned by management.

Bachelor's Degree in:

Marketing

Banking

Finance

Accounting

Economics

Business Administration

Information Technology

Related discipline

Minimum 12 years relevant experience.

Preferably experience within a highly rated international bank.

Minimum 8 years managerial experience.

Strong knowledge of:

Product Marketing

Product Management

Market Competition

Industry Best Practices

Retail Banking Regulations

Financial Self-Service Solutions

Proven international accomplishments and industry recognition.