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CX Lead And Project Manager Injaz - Client Experience And Conduct - Retail And Treasury Client Experience And Conduct Group

Talentmate

United Arab Emirates

17th October 2025

2510-2195-201

Job Description

Able to produce and exercise rigorous test procedures and recognize errors
Ensure all journey designs are customer centric and respond to client feedback and needs
Undertake and present user experience research to feed into the design to ensure the optimal user experience
Understanding of the customer journey end-to-end
Foster innovation and customer and audience focus to ensure the Department’s digital experiences are contemporary, innovative, and meeting customer needs
Detect and track digital / processes defects and inconsistencies
Provide timely solutions where gaps identified
Foster customer and frontline feedback to enhance customer experience
Analyze client’s data / information to enhance customer experience
Responsible for running and delivering all projects under the umbrella of RBG CXCG
Ensure that all projects are delivered on-time, within scope and within budget
Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
Develop a detailed project plan to monitor and track progress
Establish and maintain relationships with third parties/vendors
Improve Customer Satisfaction through improved digitized experiences
Improved CX through key participation in journey design and testing impacting client experience
Enhances CX metrics across the board
collaborate closely with other team members and departments
Interact with customers and analyze their feedback
Work across all levels, functions and divisions to enhance service standards
Escalate concerns to management and when required
Should be professional, proactive and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs
Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements
Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution
In depth understanding of Retail Banking products and services, processes and system complexities

Job Details

Role Level:	Mid-Level	Work Type:	Full-Time
Country:	United Arab Emirates	City:	Dubai
Company Website:	https://www.mashreqbank.com/uae/en/corporate/home	Job Function:	Information Technology (IT)
Company Industry/ Sector:	Banking

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