Digital PRO

Job Description

About the role:

As a Digital Pro, you will play a critical role in accelerating digital adoption by helping customers confidently navigate our digital banking platforms and services.

You will be the first point of contact for customers seeking support with their digital banking needs, providing guidance on mobile and online banking features, resolving digital-related queries, and ensuring a smooth and engaging customer experience. Acting as a digital ambassador, you will empower customers to make the most of modern banking solutions while promoting self-service capabilities and digital-first behaviors.

Beyond customer interactions, you will serve as a digital change agent within the bank, championing digital transformation initiatives and supporting colleagues in developing a digital mindset. Through your expertise, proactive engagement, and customer-centric approach, you will contribute to enhancing customer satisfaction, increasing digital adoption, and strengthening RAKBANK’s position as a digital bank with a human touch.

What You’ll Be Doing

• Partner with customers throughout their digital banking journey, providing personalized guidance and support to ensure a seamless and engaging banking experience.
• Serve as the digital face of the bank by delivering exceptional customer service to both customers and colleagues, while promoting confidence in the bank’s digital solutions.
• Collaborate closely with cross-functional teams to design and enhance customer-centric digital experiences that are intuitive, efficient, and aligned with customer needs.
• Act as the voice of the customer by capturing, documenting, and escalating customer feedback to product owners and relevant stakeholders to continuously improve digital banking services.
• Work closely with technology and support teams to ensure digital platform issues are identified, tracked, and resolved in a timely and effective manner.
• Partner with customer-facing colleagues to identify challenges and opportunities that enhance customer experience, improve operational efficiency, and drive digital adoption.
• Plan and deliver digital banking awareness sessions, workshops, and training programs for customers and employees to increase digital literacy and engagement.
• Conduct regular knowledge-sharing sessions and weekly huddles with customer-facing teams to foster a digital-first culture and strengthen digital capabilities across the organization.
• Organize and facilitate troubleshooting and problem-solving sessions to equip colleagues with the knowledge and tools required to support customers effectively.
• Act as the subject matter expert for digital banking services, providing timely resolution and guidance on customer issues related to digital channels and platforms.
• Stay abreast of industry trends, emerging technologies, and digital banking innovations, proactively recommending improvements that enhance the customer experience and support the bank’s digital transformation strategy.
• Drive adoption and usage of digital banking channels by demonstrating their value, functionality, and convenience to customers.