Digital Banking Lead (UAE Nationals Only)

Emirates Islamic Bank; Dubai; On-site; AED 167,000 - 234,000; Full time

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).

Skills

Digital channels

Education

Bachelor Degree

Job description

Job Responsibility:

• 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).

Job Skills & Qualifications:

• Bachelor Degree
• 2+ years minimum experience in Digital Channels

What we offer you:

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees

EIB

Emirates Islamic was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles.

As one of the leading Islamic banks in the UAE, Emirates Islamic offers exciting career opportunities for highly motivated professionals and graduates. At Emirates Islamic, we believe that our Employees are our biggest asset and we continuously invest in Talent Management & Training and Development programmes to help them excel professionally and achieve success in their chosen career.

Emiratization is a key strategic objective at Emirates Islamic. We provide training to talented, young Emaratis under dedicated programmes that shape their ambition, passion & commitment and guide them to become the future leaders of the organization as well as the overall financial sector.

We are driven by our values of Innovation, Customer Service, Ambition & Ownership and are always looking for talent to add to our diverse work environment comprising of over 60 nationalities.