Head - Customer Journey Design
6 months ago
**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.
- 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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