Customer Experience Manager

Norton Blake Limited; Dubai; On-site; AED 600,000 - 1,100,000; Full time

Job summary

Norton Blake Limited in the United Arab Emirates is seeking a Senior Manager - Customer / Colleague Experience (CX) to champion seamless journeys across a major banking transformation programme.

You will partner with business, technology, and vendor teams to ensure onboarding, trade finance, cash management, and servicing channels deliver intuitive, consistent experiences while aligning with branding and UX guidelines. Experience in corporate banking is valuable.

Qualifications

• Experience in leading experience design across complex banking processes.
• Ability to balance user needs with standard platform capabilities.
• Proven track record in transforming customer and colleague experiences.

Responsibilities

• Review vendor-delivered journeys across onboarding, trade finance, cash management, and servicing channels.
• Ensure experiences align with branding, messaging, and UX guidelines.
• Collaborate with vendors to optimise configurations and platform flexibility.
• Assess trade-offs between standard journeys and custom enhancements.
• Represent business and user requirements through discovery, design reviews, and UAT.
• Drive consistency across channels and touchpoints with feedback from stakeholders.

Skills

Stakeholder management

CX strategy

Banking domain knowledge

Vendor management

Job description

Are you passionate about creating seamless, consistent, and user-centric experiences within complex banking transformation programmes?

We are looking for a Senior Manager - Customer / Colleague Experience (CX) to represent the voice of colleagues and users across a major transformation programme.

In this role, you will work closely with business stakeholders, technology teams, and vendor partners to ensure that digitally enabled journeys deliver an intuitive, consistent experience while maximising the use of standard product capabilities.

Key Responsibilities

• Review and validate vendor-delivered journeys across onboarding, trade finance, cash management, and servicing channels.
• Ensure colleague and user experiences align with Invest Bank's branding, communication standards, and UX guidelines.
• Partner with vendors to explore configurable capabilities, journey optimisation opportunities, and platform flexibility.
• Assess the trade-offs between adopting standard product journeys and pursuing additional configuration or enhancements.
• Represent business and user experience requirements throughout discovery, solution design, design reviews, and UAT.
• Drive consistency across channels and touchpoints, incorporating feedback from business stakeholders, relationship managers, operations teams, and end users.
• Support business readiness, user adoption, and the successful delivery of transformation outcomes.

What We're Looking For

An experienced CX professional with a strong understanding of banking processes, digital channels, and transformation programmes.

You will bring the ability to challenge constructively, influence stakeholders, collaborate effectively with vendors, and balance a high-quality user experience with business priorities and standard platform capabilities.

Experience in corporate or wholesale banking, particularly trade finance, cash management, onboarding, or servicing, would be highly valuable.

The Opportunity

Play a key role in shaping colleague and user experiences across a major banking transformation programme, influencing how journeys are designed, delivered, and adopted across the organisation.

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