VP, Customer Experience & Omnichannel Transformation

Ernest Hunter Green Limited; Abu Dhabi; On-site; AED 600,000 - 1,200,000; Full time

Job summary

Leading Financial Institution is seeking a Vice President of Customer Experience to shape and execute a customer-centric strategy across digital and physical channels. You will lead the CX roadmap, journey design, analytics and cross-functional collaboration to improve engagement and adoption.

The role requires senior leadership in banking with a track record in omnichannel CX transformation and a strong ability to translate insights into measurable business outcomes.

Qualifications

• 12+ years of experience across CX, UX, digital product or service design.
• Senior leadership experience in banking or financial services.
• Proven track record leading omnichannel and digital CX transformation.
• Strong understanding of customer journeys, UX and product development.
• Experience managing multidisciplinary teams and working with C-suite stakeholders.
• Strong commercial and strategic mindset linking insights to business outcomes.
• Experience with customer analytics, personalization, design thinking and new technologies.
• Excellent communication and stakeholder management skills.

Responsibilities

• Develop and implement CX strategy aligned with business and digital objectives.
• Lead customer journey mapping across key touchpoints.
• Drive omnichannel experience across mobile, web, branch and other channels.
• Oversee UX, service design and digital experience initiatives.
• Use customer research, behavioral data and analytics to identify opportunities for improving journeys.
• Work closely with Digital, Product, Technology, Marketing and business teams to deliver customer-centric solutions.
• Lead the development and continuous improvement of digital products and customer-facing platforms.
• Establish CX measurement frameworks covering customer satisfaction, adoption, engagement, NPS and journey performance.
• Drive design thinking and customer-centric methodologies across the organisation.
• Lead and develop multidisciplinary CX, UX, product and design teams.
• Partner with senior executives to define customer experience priorities, roadmaps and transformation initiatives.
• Identify emerging technologies, including AI and personalisation, to enhance customer engagement.

Skills

Customer Experience

UX

Digital Transformation

Leadership

Banking Industry

Job description

Leading Financial Institution is seeking a Vice President of Customer Experience to shape and execute a customer-centric strategy across digital and physical channels. You will lead the CX roadmap, journey design, analytics and cross-functional collaboration to improve engagement and adoption.

The role requires senior leadership in banking with a track record in omnichannel CX transformation and a strong ability to translate insights into measurable business outcomes.