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CX User Testing And Designer Manager Client Experience And Conduct - Retail And Treasury Client Experience And Conduct Group

Talentmate

United Arab Emirates

27th October 2025

2510-2195-325

Job Description

Ensure all journey designs are customer centric and respond to client feedback and needs
Able to produce and exercise test procedures and recognize errors on new and existing journeys
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
Understanding of Consumer Protection Regulation and how it can be integrated in journeys, communication and for new products & services
Foster innovation and customer centricity to ensure the Department’s digital experiences are contemporary, innovative, and meeting customer needs
Detect and track digital / processes defects and inconsistencies through Voice of customers
Provide timely solutions where gaps identified and implement
Foster customer and frontline feedback to enhance customer experience thought journey enhancement, digitalization and process improvement
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 and Net Promoter Score 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 stakeholders
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:	Design & Creative Arts
Company Industry/ Sector:	Banking

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