Digital Banking Experience Leader

Emirates Islamic

Dubai

On-site

AED 216,000 - 384,000

Full time

46 hours ago

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Benefits offered by this job

Competitive salary package

Work-life balance emphasis

Learning & Development platform

Generous annual leave entitlement

Private Healthcare

Preferential banking facilities for em

Job summary

Emirates Islamic is seeking a Digital Channels Specialist to drive initiatives that improve mobile app ratings, customer satisfaction, and digital channel adoption in the UAE. You will analyze customer feedback, journey analytics, and market trends to identify opportunities for enhancing digital experiences and partner with IT, Product, Operations, and Customer Service teams to implement enhancements.

You will monitor digital channel performance, lead incident resolution, and support the

Qualifications

Bachelor Degree
2+ years minimum experience in Digital Channels

Responsibilities

Drive initiatives to improve mobile app ratings, customer satisfaction, and digital channel adoption.
Analyze customer feedback, journey analytics, and market trends to identify opportunities for enhancing digital experiences.
Monitor digital channel performance and manage incidents, disruptions, and service issues to minimize customer impact.
Partner with IT, Product, Operations, and Customer Service teams to implement enhancements and ensure seamless customer experience.
Recommend platform improvements and support the development of innovative digital solutions.
Lead complaint resolution efforts across digital channels and ensure root cause analysis and permanent fixes are implemented.
Conduct process reviews and identify opportunities to improve turnaround times, simplify customer journeys, and reduce manual intervention.
Create digital awareness content, including customer education videos and digital newsletters.
Support customers and frontline teams in maximizing the use of digital banking services.
Monitor service quality and operational performance, providing feedback to ensure adherence to SLAs and improvement of First Contact Resolution (FCR).