Head Of Customer Experience And Digital Adoption

Job Description

About the Company

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the U.A.E with a Brand value of USD 3.89 billion. At the bank, we serve our customers and help them realize their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

We are seeking a visionary leader to transform our contact center into a future-ready, AI-powered customer experience hub. This role reports directly to the Chief Voice Operations Officer and will be at the forefront of driving customer experience, digital adoption, and operational excellence.

What You Will Be Doing

The ideal candidate will harness the power of CCAI, Conversational AI, NLU, speech recognition, sentiment analysis, and advanced automation to reimagine customer journeys, elevate agent performance, and deliver seamless, intelligent experiences:

• Define and execute the contact center innovation strategy, aligned with business priorities.
• Drive adoption of emerging technologies, platforms, and AI-powered tools.
• Lead cross-functional teams in implementing solutions that integrate smoothly with existing systems.
• Partner with IT, Digital, Operations, and CX to ensure cohesive transformation.
• Build strong vendor relationships, managing performance and negotiations.
• Ensure compliance and operational standards are embedded into every innovation initiative.
  
  

What We Are Looking For

• Minimum of 12-15 years overall experience in leading transformations, with at least 5-7 years in a contact center transformation role.
• Proven experience in omni-channel or Omni Voice contact center transformation, preferably at a strategic leadership capacity.
• Proven track record in driving the adoption of CCAI, conversational AI, and other innovative technologies ideally in a contact center environment.
• Experience in developing and executing contact center innovation/transformation strategies aligned with business goals.
• Contact center transformation experience in the banking & financial services is beneficial, but not mandatory.
  
  

What We Offer You

• Competitive salary package.
• Strong emphasis on work-life balance and employee wellbeing.
• Access to world-class Learning & Development platforms for career growth.
• Generous annual leave and comprehensive Private Healthcare coverage.
• Preferential banking facilities for employees.
  
  

Why Join Us

At Emirates NBD Services, we aim to be the employer of choice by helping you unlock your true potential through the right opportunities. We are reimagining the future of work to ensure every employee thrives in an environment that promotes growth, upskilling, and the development of digital skills. Our goal is to empower our employees to build meaningful careers with experiences that shape their future and contribute to Emirates NBDs success. Regardless of your background, location, or preferences, we want every employee to feel connected and engaged as part of the Emirates NBD services team.

This is an exceptional opportunity for a senior leader who thrives on innovation, digital transformation, and customer-centricity to make a lasting impact.

About Us

ENBD

Meet the leading banking group in the region

Emirates NBD, the leading Banking Group in the MENAT region, was formed on 19 June 1963, when H.H. Late Sheikh Rashid bin Saeed Al Maktoum signed the Charter of Incorporation of the National Bank of Dubai (NBD) which became the first National Bank established in Dubai and the United Arab Emirates (UAE). With the blessings of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, NBD merged with Emirates Bank International (EBI) on 06 March 2007, to form Emirates NBD, the largest banking group in the region by assets. On 16 October 2007, the shares of Emirates NBD were officially listed on the Dubai Financial Market (DFM). The merger between EBI and NBD to create Emirates NBD, became a regional consolidation blueprint for the banking and finance sector as it combined the second and fourth largest banks in the UAE to form a banking champion capable of delivering enhanced value across Corporate, Retail, Islamic, Investment, and Private Banking, Global Markets & Treasury, Asset Management and Brokerage operations throughout the region.

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