Senior CX Lead: Banking Transformation Journeys

Norton Blake Limited; Dubai; On-site; AED 600,000 - 1,100,000; Full time

Job summary

Norton Blake Limited in the United Arab Emirates is seeking a Senior Manager - Customer / Colleague Experience (CX) to champion seamless journeys across a major banking transformation programme.

You will partner with business, technology, and vendor teams to ensure onboarding, trade finance, cash management, and servicing channels deliver intuitive, consistent experiences while aligning with branding and UX guidelines. Experience in corporate banking is valuable.

Qualifications

• Experience in leading experience design across complex banking processes.
• Ability to balance user needs with standard platform capabilities.
• Proven track record in transforming customer and colleague experiences.

Responsibilities

• Review vendor-delivered journeys across onboarding, trade finance, cash management, and servicing channels.
• Ensure experiences align with branding, messaging, and UX guidelines.
• Collaborate with vendors to optimise configurations and platform flexibility.
• Assess trade-offs between standard journeys and custom enhancements.
• Represent business and user requirements through discovery, design reviews, and UAT.
• Drive consistency across channels and touchpoints with feedback from stakeholders.

Skills

Stakeholder management

CX strategy

Banking domain knowledge

Vendor management

Job description

Norton Blake Limited in the United Arab Emirates is seeking a Senior Manager - Customer / Colleague Experience (CX) to champion seamless journeys across a major banking transformation programme.

You will partner with business, technology, and vendor teams to ensure onboarding, trade finance, cash management, and servicing channels deliver intuitive, consistent experiences while aligning with branding and UX guidelines. Experience in corporate banking is valuable.