Senior Manager, Digital CX & AI-Driven Banking

Mashreq; Karachi Division; On-site; PKR 3,000,000 - 5,400,000; Full time

Job summary

Mashreq is seeking a Senior Manager – Customer Experience (Digital Channels & Applications) to shape end-to-end digital journeys for SME and individual customers across mobile apps, digital channels, and AI-enabled interfaces. You will lead optimization of digital journeys, use data to identify opportunities, and design AI-chatbot experiences that handle queries, complaints, and service requests.

Join a role that partners with product, technology, operations, and service teams to deliver

Qualifications

• Bachelor’s degree in a related field is required.
• Experience in customer experience and digital banking journeys is essential.
• Strong knowledge of self-service design and regulations in digital channels.

Responsibilities

• Lead and enhance SME and individual digital journeys across channels.
• Identify pain points and translate findings into improvements.
• Design and govern AI-chatbot experiences with high satisfaction.
• Use analytics to monitor journey performance and drive actions.
• Collaborate with product, technology, service and operations teams.
• Benchmark against industry best practices for digital servicing.
• Prepare insights and present at EXCO and committees.
• Track key metrics like complaints, chatbot effectiveness, and satisfaction.

Skills

Stakeholder management

Analytical thinking

Data interpretation

Presentation skills

Problem solving

Communication skills

Customer journey optimization

Education

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

Tools

PowerPoint

Job description

Mashreq is seeking a Senior Manager – Customer Experience (Digital Channels & Applications) to shape end-to-end digital journeys for SME and individual customers across mobile apps, digital channels, and AI-enabled interfaces. You will lead optimization of digital journeys, use data to identify opportunities, and design AI-chatbot experiences that handle queries, complaints, and service requests.

Join a role that partners with product, technology, operations, and service teams to deliver