Digital Banking Lead

Job Description

Role Purpose

The Digital Banking Lead will be responsible for enhancing the performance, usability, and customer experience of Emirates Islamic’s digital banking channels. The role will focus on improving digital customer journeys, managing complaints and service issues, driving process optimization, supporting digital adoption, and collaborating with key stakeholders to deliver seamless, efficient, and customer-centric banking experiences.

Key Responsibilities

Digital Customer Experience & Journey Improvement

• Lead continuous improvement initiatives across digital banking journeys, ensuring channels are intuitive, reliable, and aligned with customer needs.
• Analyze customer feedback, digital analytics, and market insights to identify service gaps, friction points, and improvement opportunities.
• Support initiatives that improve Digital CSAT, app ratings, customer engagement, and overall digital adoption.
• Complaint Management & Service Excellence
• Monitor, manage, and resolve digital customer complaints while ensuring effective root cause analysis, corrective action, and SLA adherence.
• Recommend process improvements that simplify customer journeys, reduce recurring issues, and enhance operational efficiency.
• Stakeholder Collaboration & Digital Enablement
• Collaborate closely with Product, Technology, Operations, Customer Service, and Digital teams to deliver enhancements and resolve service issues.
• Support digital product launches, migration initiatives, UAT activities, and customer adoption campaigns.
• Develop digital training materials, tutorial videos, newsletters, FAQs, and customer communication content to improve awareness and usage.
• Equip frontline teams with the knowledge, tools, and updates required to support digital banking customers effectively.
  
  

Required Qualifications & Experience

• Bachelor’s degree in Business, Finance, Technology, or a related discipline.
• Relevant experience in digital banking, digital channels, customer experience, digital operations, or digital transformation.
• Strong understanding of customer journeys, complaint management, service excellence, digital adoption, and process improvement.
• Proven ability to work with cross-functional stakeholders in a fast-paced environment.
• Strong analytical, communication, problem-solving, and stakeholder management skills.
• Knowledge of UAT, digital analytics, and customer experience frameworks is an advantage.
  
  

What We Offer

• Opportunity to contribute to one of the UAE's leading Islamic banking institutions.
• Exposure to large-scale digital transformation and customer experience initiatives.
• Collaborative and inclusive work environment focused on innovation and growth.
• Continuous learning and professional development opportunities.
• Competitive compensation and comprehensive employee benefits.
• Opportunity to work on impactful projects that shape the future of digital banking.
  
  

Why Join Emirates Islamic?

Join a team that is redefining digital banking experiences through innovation, collaboration, and customer-centricity. You'll have the opportunity to make a tangible impact while advancing your career in a dynamic and forward-thinking organization.

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