Head - Customer Journey Design - #49124

Tandem Search


Date: 3 weeks ago
City: Abu Dhabi
Contract type: Full time

Location: Abu Dhabi, UAE
The main requirement will be to manage the optimization and refinement of the Banks 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 Banks customers.

Key Responsibilities:

Strategy Development

  • Develop 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 Research

  • Lead 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 Mapping

  • Collaborate 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 Design

  • Lead 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 Measurement

  • Define 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 Leadership
  • Provide 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 Engagement
  • Build 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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