Digital Banking Lead — Elevate Mobile & Digital Experience

Emirates Islamic Bank

Dubai

On-site

AED 167,000 - 234,000

Full time

14 days+

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Benefits offered by this job

Competitive salary package

Work-life balance and wellbeing

World-class Learning & Development

Generous annual leave entitlement

Private Healthcare

Preferential banking facilities for员工

Job summary

Emirates Islamic Bank in the United Arab Emirates seeks a Digital Channels professional to drive initiatives to improve mobile app ratings, customer satisfaction, and digital adoption. You will analyze feedback, monitor channel performance, and collaborate with IT, Product, and Operations to deliver seamless digital experiences.

The role involves leading complaint resolution, optimizing processes, and creating digital education content for customers and staff.

Qualifications

2+ years of experience in Digital Channels.
Bachelor Degree required.

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).