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Senior Vice President – Head of Digital Channels – Business Banking

RAKBANK

Dubai

On-site

AED 300,000 - 400,000

Full time

18 days ago

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Job summary

A leading banking institution in Dubai is seeking an experienced SVP — Head of Digital Channels to lead the strategic management of digital channels in Business Banking. The role focuses on optimizing customer experiences, ensuring operational resilience, and leveraging data analytics to drive improvements. Candidates should possess strong leadership skills, a deep understanding of digital banking, and at least 15 years of relevant experience. The position offers competitive compensation and opportunities for career growth.

Benefits

Competitive, performance-linked compensation

Medical coverage for you and your family

Comprehensive life insurance

Inclusive and diverse workplace culture

Career development and fast-track growth opportunities

Mentorship from industry experts

Qualifications

15 years in digital banking or financial services with senior leadership experience.
Proven track record in managing digital channels and transformations.
Deep knowledge of analytics and customer experience frameworks.

Responsibilities

Lead strategic management and optimization of Business Banking digital channels.
Act as Point of Contact for channel failures and outages.
Capture and analyze customer feedback on channel performance.

Skills

Agile methodologies (Scrum, SAFe, Kanban)

Product lifecycle management

Data analytics (Google Analytics, Power BI, Tableau)

Strong stakeholder management and influencing skills

Regulatory awareness (AML, FATCA, MiFID II)

API & integration concepts

Education

Bachelor’s degree

Master’s degree

Tools

Jira

Azure DevOps

Confluence

Company Description

Join RAKBANK — Where Innovation Meets Integrity

At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank — we are a community that thrives on teamwork, cutting‑edge solutions, and the highest standards of governance.

Job Description

About the Role

The SVP — Head of Digital Channels will lead the strategic management and optimization of all Business Banking digital channels, ensuring seamless customer experiences and operational resilience. This role is accountable for channel performance, data‑driven insights, and customer advocacy, acting as the primary point of contact for channel failures and outages. The SVP will champion Voice of Customer initiatives, manage feedback loops, and collaborate with technology squads to continuously improve channel reliability and functionality

This role is pivotal in shaping intuitive, high‑impact customer journeys and delivering scalable solutions that align with RAKBANK’s strategic objectives.

What You’ll Be Doing

Channel Strategy & Governance

Define and execute the vision and roadmap for all Business Banking digital channels (web, mobile, APIs).
Establish governance for channel performance, uptime, and customer experience metrics.

Data Tracking & Analytics

Implement frameworks for tracking usage, metadata, and behavioral analytics.
Monitor KPIs for adoption, engagement, and transaction success; use insights for improvement.

Operational Resilience

Act as Point of Contact for channel failures and outages, ensuring rapid escalation and resolution.
Oversee incident management and communicate proactively during disruptions.

Voice of Customer

Lead initiatives to capture and analyze customer feedback on channel performance.
Translate insights into actionable improvements for technology squads and product roadmaps.

Collaboration & Delivery

Partner with technology, operations, and compliance teams for timely delivery of enhancements.
Drive backlog prioritization based on customer impact and strategic objectives.

Innovation & Continuous Improvement

Explore emerging technologies (AI, automation, cloud) to enhance channel capabilities.
Foster a culture of agility, data‑driven decision‑making, and customer‑centricity.

Expertise & Governance

Manage multi‑channel ecosystems and integrate with core banking platforms.
Balance regulatory compliance with innovation and speed‑to‑market.
Influence senior stakeholders and manage competing priorities.
Operate within bank policies and governance frameworks; make decisions per delegation matrix.

Qualifications

What We’re Looking For

Education:

Bachelor’s degree required; Master’s preferred.

Experience:

15 years in digital banking or financial services, with at least 5 years in senior leadership roles.
Proven track record in managing digital channels and large‑scale transformation programs.
Deep knowledge of analytics, customer experience frameworks, and incident management.
Familiarity with AI, cloud, automation, and API ecosystems.

Additional Information

What’s In It For You