Global CX Lead for Retail Banking & Wealth

Mashreq; United Arab Emirates; On-site; AED 350,000 - 480,000; Full time

Job summary

Mashreq seeks an accomplished CX leader to define group-wide customer experience strategy and governance across Retail & Wealth. You will own omnichannel service delivery, drive AI-enabled enhancements, and institutionalize VoC across geographies.

Leadersh ip of large teams, strong stakeholder collaboration, and a focus on continuous improvement are essential to elevate customer trust, loyalty, and sustainable growth.

Qualifications

• Graduate with strategic management skills and visionary qualities.
• Over 18 to 20+ years’ work experience in a service environment.
• Extensive experience in client service transformation, quality control, and process re-engineering.
• Experience rolling out CX programs such as NPS, VOC/VOE and optimization.
• Strategic agility to align VOC/NPS insights for improvements.
• Strong project management and analytical skills.
• Excellent leadership and people management for large teams.
• Strong customer focus and service orientation.
• Multidisciplinary capabilities and detail orientation.
• Ability to work under pressure and drive results.

Responsibilities

• Define and execute a group-wide CX strategy for Retail & Wealth across markets and channels.
• Establish CX governance, service standards, KPIs, and controls for compliant delivery.
• Balance centralized CX direction with local market requirements and regulations.
• Own end-to-end customer experience across contact centres, chat, digital servicing, and AI-led channels.
• Drive AI-enabled self-service and intelligent routing to reduce effort and improve resolution.
• Embed Voice of Customer insights and journey analytics to drive improvements.
• Lead CX leadership across geographies and governance of major incidents and risks.
• Partner with Business, Digital, Technology, Risk, and Conduct to embed CX into value streams.
• Drive transformation initiatives using data, AI insights, and customer behavior trends.

Skills

Strategic leadership

CX strategy

Stakeholder management

Program management

Change management

Data analysis

Communication

People management

Regulatory awareness

Cross-functional collaboration

Education

Bachelor's degree in Business/Management

Tools

Call center technology platforms

AI-enabled service tools

Job description

Mashreq seeks an accomplished CX leader to define group-wide customer experience strategy and governance across Retail & Wealth. You will own omnichannel service delivery, drive AI-enabled enhancements, and institutionalize VoC across geographies.

Leadersh ip of large teams, strong stakeholder collaboration, and a focus on continuous improvement are essential to elevate customer trust, loyalty, and sustainable growth.