Head of Digital Banking Experience

Mashreq Careers; Pakistan; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Mashreq Careers is seeking a Senior Manager - Customer Experience to shape and enhance end-to-end digital journeys for SME and individual customers across apps and channels. You will lead AI-chatbot design, use analytics to identify opportunities, and collaborate with product, technology, and operations to deliver best-in-class digital banking experiences.

The role requires strong data-driven decision making, stakeholder management, and excellent communication skills to present insights to EXCO

Qualifications

• Bachelor's degree in business, Marketing, Digital Strategy, Analytics, Information Systems, or related field.
• Strong understanding of digital banking products, services, channels, and mobile app journeys.
• Familiarity with AI-enabled chatbot journeys, conversational design, and service flows in digital environments.
• Proficiency in Excel and PowerPoint; ability to translate data into actionable insights and management-ready presentations.
• Ability to diagnose journey issues, identify patterns in complaints and customer behavior, and propose practical improvements.
• Strong stakeholder management across product, technology, operations, service, and control functions.
• Excellent written and verbal English communication; able to present insights clearly to senior stakeholders.
• Knowledge of digital banking trends, regulatory considerations relevant to digital channels and customer servicing.

Responsibilities

• Lead and enhance SME and individual customer journeys across digital channels.
• Identify pain points and gaps; translate findings into prioritized improvements.
• Design, optimize, and govern AI-chatbot experiences for customer queries and service requests.
• Utilize data, dashboards, and insights to monitor journey performance and drive usability.
• Collaborate with product, technology, and operations to implement enhancements.
• Benchmark journeys against industry best practices and leading digital banks.
• Prepare and present CX insights and priorities at EXCO and committees.
• Track digital experience metrics such as complaints trends and chatbot effectiveness.

Skills

End-to-end journeys

AI-chatbot design

Data analytics

Stakeholder management

Communication

Presentation skills

Digital banking knowledge

Regulatory awareness

Education

Bachelor's degree in business/marketing/digital strategy/analytics/information systems

Tools

Excel

PowerPoint

Job description

Mashreq Careers is seeking a Senior Manager - Customer Experience to shape and enhance end-to-end digital journeys for SME and individual customers across apps and channels. You will lead AI-chatbot design, use analytics to identify opportunities, and collaborate with product, technology, and operations to deliver best-in-class digital banking experiences.

The role requires strong data-driven decision making, stakeholder management, and excellent communication skills to present insights to EXCO