Senior Director Retail Customer Experience

1 week ago

Dubai, Dubai, United Arab Emirates Tandem Search Full time

Senior Director Retail Customer ExperienceThe role holder will be accountable for defining, implementing and overseeing the execution of the Retail Customer Experience Transformation strategy on behalf of the Retail Business, reporting to the Group Head of Customer Experience.

The role supports the Bank's CX Transformation Programme that aims to be one of the world's leading brands for Customer Experience and puts into place critical checks that would create the distinct Customer Experience end to end at critical touch points.

As part of this significant programme of change, the role holder will be expected to define and own the implementation of the target technology estate, driving cost take-out and delivering a highly digitised client experience.

TheSenior Director of retail Customer Experience is accountable for the ongoing leadership of all CX transformation initiatives within the Retail Business.

This will involve programme management responsibility across multiple digital, business and Operations teams to streamline and automate the client experience across the Retail client lifecycle.


Key Responsibilities:


Accountabilities for Business, Customers, and Stakeholders:Working with the Group Head of Customer Experience, Product, Digital, Distribution and Segment Heads to lead the design and implementation of the CX Transformation strategy across Retail Banking.

Ensure accountability for delivery, ownership and execution of the Retail CX Transformation product roadmap, including programme management oversight of Retail CX transformation activities.

Responsible and accountable for the digital design and delivery across client journeys, extending to automation of the underlying process (and straight through processing where possible).Identifying optimization opportunities to inform future CX transformation priorities.

Driving and embedding key change activities into the business and support functions that will change because of Retail CX transformation.

Managing the relationship between project teams, ensuring close cooperation between the functions on transformation initiatives.
Accountable for all elements of financial planning, budget management, cost management and ensuring adherence to cost targets.
Define the governance framework and reporting requirements for CX transformation including compliance with external regulators.

Leadership & Teamwork:


Developing and communicating a compelling vision for Retail CX Transformation strategy that inspires and engages people with values and goals as the basis of an inclusive, high-performance, customer-centered culture.

Building effective senior stakeholder relationships at the Sponsor and ExCo / ManCo level, routinely working at the Director, MD, and ExCo level.

Constructively challenging the agenda to help the business and technical teams deliver in a consistent and controlled manner.
Developing and deploying individual contributor performance management frameworks to drive efficiencies.
Acting as a thought leader at the executive management level about areas of digital focus for Client Services.
Championing the voice of the customer to build a culture of balancing commercial and client/customer imperatives at all times.

Setting expectations, sharing best practices, and managing, monitoring, coaching, and developing teams to ensure that they enhance their performance and capabilities while meeting required standards.


Functional Knowledge:
Thorough understanding of the Retail business, including products, propositions, services, and systems.
Extensive experience in large-scale Transformation initiatives in Retail Banking.
Strong strategic planning and execution skills, including business case development and benefits realization.
Proven analytical ability, including being able to contextualize data into business activities and conclusions.

Proven ability to lead a function and/or change team to deliver strong, effective governance and day-to-day controls, clear planning, communication, reporting, and MI, risk, and issue management.

Experienced change leader with proven experience in sponsoring complex change across multiple markets.
Experience in Agile working and process optimization activity.

Outstanding organizational and planning skills with experience of the management of multiple complex programs/business transformations, with knowledge of when and how to re-prioritize, or escalate as required.

Ability to operate across boundaries of business and technology organizations, utilizing broad business delivery, change, technology, and data management and remediation knowledge.

Proven leadership and team building capabilities, with experience in managing sizeable teams within a matrix organization.

Confident when working with the Retail businesses, control functions such as FCC and regulatory specialists and external Regulators as well as ability to collaborate with partner functions such as Technology and Legal.

Ability to deliver results in an environment with increasing regulation having an impact on operational performance times and client experience.

Strong commercial mindset to ensure build, interlock, and oversight of all associated cost, budget, FTE, and Governance related to multiple programs of work.

Strong influencer who can bring together disparate and virtual teams and coalesce them around a common goal.

Qualifications & Experience:
University Graduate, preferably with a master's degree with strategic management skills and visionary qualities.
Over 15 years of work experience in a Banking Environment managing complex change initiatives and Program Portfolios.
Complex Project Management and analytical skills.
Excellent leadership and people management capabilities to lead large teams engaged in multiple activities.
Strong Customer Focus.
Multi-disciplinary capabilities – analytical, qualitative, negotiating, and eye for detail.
Ability to work under pressure and handle both strategic and tactical issues.
Good decision-maker, positive attitude, and results-oriented.
Extensive experience and working knowledge of Agile principles and process reengineering methodologies.
Ability to delegate work effectively.
Excellent interpersonal skills.
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