CX - Customer / Colleague experience (Sr. Manager) Dubai
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Details:
Act as the customer / colleague experience representative across a large transformation program, ensuring that vendor-provided journeys and channel experiences align with Invest Bank's branding, customer / colleague expectations, and business objectives while maximizing the use of standard product capabilities.
Responsibilities:
- Review and validate journeys delivered by vendors across onboarding, trade finance, cash management, and servicing channels.
- Ensure channel experiences are aligned with Invest Bank branding, user communication standards, and user experience guidelines.
- Identify opportunities to improve journeys within the flexibility provided by vendor platforms.
- Work with vendors to understand configurable capabilities, UX options, and journey customization possibilities.
- Evaluate trade-offs between adopting standard vendor journeys and requesting enhancements or configuration changes.
- Represent customer and business experience requirements during discovery, design reviews, UAT, etc.
- Drive consistency across all touchpoints and channels.
- Coordinate feedback from business stakeholders, relationship managers, operations teams, and users where applicable.
- Support business readiness and user adoption activities.
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