Company: D360 Bank
Location: Riyadh Saudi Arabia
Employment Type: Full-time
Description:
Job Description
The role is responsible for driving the creation and improvement of end-to-end services across the bank, making sure that all digital and physical touchpoints are fully defined. He/she will consider internal and external journeys and complete end-to-end design to ensure that customers and bank staff can complete their goals and that all bank policies are implemented and controlled effectively.
Responsibilities
• E2E design of service of all products and services whether in-app or out-of-app, to ensure all consistency and customer centricity across journeys, as well as alignment to the bank policies and risk appetite
• Creating and managing all customer journeys, service blueprints, and operational processes and procedures within the E2E customer experience
• Defining and managing customers’ journeys and driving improvements to colleague systems, processes, and procedures to improve their role performance, increase operational control, and reduce operational errors… and losses
• Conducting customer interviews to measure sentiment at the design phase, and identifying opportunities at each journey
• Creating and measuring success measures/KPIs for all customer journeys, and prioritizing opportunities to improve those journeys
• Delivering the mentioned above with the best tools in the market
• Design and implement a system for gauging customer feedback at all critical touchpoints/journeys, and ensuring best-practice channels and frequencies of surveying
• Design and implement analytics for all customer feedback, including holistic and journey-specific dashboards to view customer happiness across all journeys in a 360-degree view
• Design and implement the most efficient feedback loop with other internal partners from Customer Service, Bank Operations, Product, Tech, Marketing, Finance, and CGL.
• Enforce, incorporate, and comply with all necessary controls and related information security (EIS) policies, procedures, practices, training, reporting, personal due diligence and vigilance, within departmental/unit activities and operations.
Qualifications
Preferred Qualifications
• A tertiary-level qualification from an internationally / regionally recognized institution
• Certification in Customer Experience/Service Design
Years & Nature of Experience
• Would have 3 to 5 years of equivalent experience where required competencies and experience has been demonstrated
• An experienced professional who can deliver on difficult technical tasks
• Has project implementation experience
• Is self-sufficient at work and could be given small project responsibility
• Has provided technical supervision to junior staff in the past
• Ability to work with different tools FigJam/Figma, Miro, Voice of Customer/Customer Feedback platforms, Customer Journey Management platform (i.e. TheyDo)
Technical Competencies
• Data-driven mindset
• Project management and process simplification
Behavioural Competencies
• Communication
• Collaboration
• Attention to detail
About Us
D360 Bank is a shariah-compliant digital bank that aims to provide the best financial experience in the Kingdom. Our Vision: To reinvent finance through innovation & technology making it convenient, accessible & fair to all
Source: LinkedIn
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