Digital Banking Lead: Elevate Mobile Experience & CX

Emirates Islamic

Dubai

On-site

AED 180,000 - 280,000

Full time

5 days ago

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Benefits offered by this job

Competitive salary

Work-life balance

Learning & development

Annual leave

Private healthcare

Employee banking facilities

Job summary

Emirates Islamic in Dubai seeks a Digital Channels Specialist to drive initiatives that improve mobile app ratings, customer satisfaction, and digital channel adoption. You will analyze customer feedback, journey analytics, and market trends to identify opportunities, monitor channel performance, and coordinate with IT, Product and Operations to implement improvements.

Bachelor’s degree and 2+ years in digital channels are required; you will support customers and frontline teams and help ensure

Qualifications

Minimum 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.
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).