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.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Cook II

Marriott International, Abu Dhabi
5 hours ago
ジョブ番号 24070640求人カテゴリ Food and Beverage & Culinary場所 The Ritz-Carlton Abu Dhabi Grand Canal, PO Box 91888, Al Maqta Area, Abu Dhabi, United Arab Emirates, United Arab Emirates 地図で表示スケジュール Full-Time遠隔地ですか? N配置転換ですか? N職位の種類 Non-Managementマリオット・インターナショナルでは雇用機会均等の実現に向けて、多種多様な人材の雇用、従業員を第一に考え受け入れる企業文化の維持に取り組んでいます。当社は、身体障害者や退役軍人など、保護された根拠に基づく差別、あるいは準拠法の適用を受けるあらゆる根拠に基づく差別の撤廃に取り組んでいます。のスタッフは、受賞歴のある世界各地の100を超えるホテル/リゾートで、滞在後も長くお客様の記憶に残り続ける破格の体験を創出しています。生涯の思い出を作る世界トップクラスのホスピタリティのプロフェッショナルが集まるザ・リッツ・カールトンは、創造性、思慮深さ、思いやりが発揮できる環境があれば、誰もが成功できると信じています。私たちは常に、世界中で稀有で特別なラグジュアリーサービスを代表し、お客様に最高の気配りと快適さを提供することに誇りを持っています。ここで働く人の役割は、ザ・リッツ・カールトンの「ゴールドスタンダード」が毎日優雅に、心を込めて提供されるようにすることです。ゴールドスタンダードはザ・リッツ・カールトンの基盤であり、毎日よりよい一日を目指す私たちの指針です。ザ・リッツ・カールトンがラグジュアリーホスピタリティのグローバルブランドリーダーとして高い評価を得ているのは、こ���基盤、そして企業文化が成功を導くという信念のたまものです。私たちのチームの一員になると、従業員への約束、信条、サービスバリューなどのゴールドスタンダードを学び、それを体現することが求められます。同時に私たちは、仕事や同僚を誇りに思えるような機会と環境を提供することを約束します。ザ・リッツ・カールトンの一員になると、マリオット・インターナショナルのブランドポートフォリオに加わることになります。最高の仕事をして、目標を達成し、素晴らしいグローバルチームに参加し、最高の自分になることができる場所で働いてみませんか。

Audit Performance Coordinator

Skills Hub Recruitment Solutions, Abu Dhabi
7 hours ago
Objective:coordinating and managing all aspects of audit activities within the organization. Working closely with internal and external stakeholders.Ensures compliance with regulatory requirements, identifies areas for improvement, and implements corrective actions to enhance performance and mitigate risks.Key ResponsibilitiesCoordinate and facilitate internal and external audits, including scheduling, preparation, and execution of audit activities.Collaborate with department heads and key stakeholders to gather relevant...

Construction Site Manager (UAE) - HVDC Converter Station

Hitachi Energy, Abu Dhabi
12 hours ago
Share this jobYou will be working as a Construction Site Manager and will be a part of the Hitachi Energy based in Abu Dhabi, United Arab Emirates. In this role, you will be responsible for overseeing all construction and commissioning services and activities within the scope of Hitachi Energy in HVDC converter stations in the United Arab Emirates and in...