Company: DOHA BANK
Location: Doha, Qatar
Employment Type: Full-time
Description:
The Customer Experience Officer will assist the Section Head in managing and enhancing customer experiences for Retail Banking customers. This includes improving services and driving conversions at key phases of the customer journey to support overall business objectives. The role involves designing, monitoring, and refining customer journeys throughout their lifecycle, collaborating with internal and external teams (products, digital, distribution, segments, quality assurance, etc.) to implement initiatives that deliver targeted customer engagement, aligned with the bank’s value proposition.
Key Responsibilities:
• Stay updated on and implement best practices, standards, and systems related to emerging technologies, customer experience design, and usability trends.
• Utilize a human-centered design approach to address complex customer needs while delivering brand value and business growth in partnership with relevant stakeholders.
• Collaborate across departments to develop highly… personalized product and service offerings that cater to customer preferences and needs.
• Enhance or transform customer journeys through engaging, multi-layered digital and non-digital channel experiences, in close collaboration with cross-functional teams.
• Use feedback from distribution channels, customer touchpoints, and market research to eliminate friction points and improve positive interactions within the customer experience.
• Conduct research on digital experience opportunities, including competitor analysis, to drive initiatives that ensure seamless customer experiences.
• Develop and track customer experience roadmaps, journey maps, and personas to create user-focused solutions across the customer lifecycle.
• Work with project teams to define tactical roadmaps for Customer Experience projects, translating business objectives into engaging customer solutions.
• Collaborate with customer-facing and support units in Retail Banking to ensure consistent service delivery and report trends to management.
• Assist in developing quality parameters for units, ensuring customer expectations are met and complaints are addressed through engagement platforms.
• Analyze and provide recommendations to enhance brand experience across digital and offline channels.
• Work with product teams to capture customer preferences, expectations, and pain points, driving product and service innovations.
• Analyze customer behavior, attitudes, and motivations to better understand their needs.
• Integrate customer experience strategies with sales efforts by contributing to pricing models, differentiated pricing, and product bundling based on customer profiles.
• Support the execution and evaluation of customer engagement initiatives in alignment with the bank’s overall customer experience strategies.
• Collaborate with project teams to stay updated on user experience trends and deliver customer-centered design solutions.
• Report customer satisfaction metrics and emerging issues to the Section Head, supporting customer-centric decision-making.
Eligibility Criteria:
• Bachelor’s degree in Marketing, Computer Science, Information Systems, Psychology, Statistics, or a related field.
• 10+ years of experience in the financial services or banking industry, with relevant responsibilities in customer experience.
• Proven experience in developing and managing complex customer journeys within retail or consumer banking.
• Experience in customer experience research and management, particularly in digital channels.
• Strong knowledge of customer experience tools, analytics platforms, and behavioral analysis.
• Ability to conduct customer research and data mining.
• Experience in designing loyalty programs and journeys.
• Understanding of user-centered design in product development.
• Excellent grasp of marketing effectiveness and benchmarking.
• Familiarity with usability testing tools and services.
• Proficient in design patterns and information architecture tools
Source: Qa.linkedin.com
——————————————————————————
Tadawul Academy (www.tadawul.academy) is the highest rated CISI training academy in the world. Over 7000 students are enrolled on our eLearning platform. Our portfolio of qualifications includes: CISI ICWIM (Int. Certificate in Wealth and Investment Management), CISI UAE Financial Rules and Regulations, CISI Risk in Financial Services, CISI IISI (Int. Introduction to Securities and Investment), CISI Corporate Finance Technical Foundations, CISI Combating Financial Crime, CISI Global Financial Compliance, etc.