Head of Client Experience.Client Experience and Conduct - Retail and Treasu at Mashreq Careers

, , United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

30 Jul, 26

Salary

0.0

Posted On

01 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Experience Strategy, Governance, Omnichannel Service, AI Enablement, Intelligent Automation, Voice of Customer, Process Re-engineering, Project Management, Leadership, Data Analytics, Stakeholder Management, Change Management, Banking Operations, Quality Control, Customer Journey Mapping, Strategic Planning

Industry

Banking

Description

Key Result Areas : Group Client Experience Strategy & Governance * Define and execute a group‑wide CX strategy for Retail & Wealth across all markets and channels. * Establish CX governance, service standards, KPIs, and controls to ensure consistent and compliant delivery. * Balance centralized CX direction with local market requirements and regulations. 2. Omnichannel Service Excellence (Human & Digital) * Own end‑to‑end customer experience across Contact Centres, chat, digital servicing, and AI‑led channels. * Ensure seamless journey continuity between chatbot, live chat, voice, and relationship service models. * Drive improvements in CX metrics (TNPS, CSAT, FCR, complaints reduction) across all channels. 3. AI Enablement & Intelligent Automation * Lead the embedding of AI and Gen‑AI across service channels, including chatbots, virtual assistants, intelligent routing, and predictive analytics. * Drive call and interaction deflection, reduced customer effort, and faster resolution through AI‑led self‑service. * Ensure AI solutions are responsible, explainable, compliant, and customer‑friendly. 4. Customer‑Centric Culture & Voice of Customer * Embed a customer‑first mindset across Retail & Wealth servicing teams. * Institutionalize Voice of Customer (VoC) insights, journey analytics, and feedback loops to drive continuous improvement. * Ensure customer pain points are translated into measurable service and journey enhancements. 5. Operational Efficiency & Cost‑to‑Serve Optimization * Improve service efficiency and scalability through automation, STP journeys, and smart staffing models. * Reduce avoidable contact, repeat calls, and servicing costs while improving experience quality. * Deliver efficiency gains without compromising customer trust or regulatory expectations. 6. Multi‑Market Leadership & Stakeholder Management * Lead and develop CX leadership teams across geographies, building a strong talent and succession pipeline. * Act as the Group authority on major CX incidents, service risks, and escalation governance. * Partner with Business, Digital, Technology, Risk, and Conduct to embed CX into end‑to‑end value streams. 7. Transformation, Innovation & Continuous Improvement * Drive CX‑led transformation initiatives aligned to Group strategy and Retail & Wealth growth priorities. * Continuously evolve service models using data, AI insights, and customer behavior trends. * Position CX as a strategic enabler of trust, loyalty, and sustainable revenue growth. Knowledge, Skills & Experience * Graduate, with strategic management skills and visionary qualities. * Over 18 to 20 + years’ work experience in a Service Environment managing quality, general banking processes, sales and cost centers. * Extensive experience in different Client Service, transformation, quality control, process re-engineering and root cause analysis areas * Extensive Knowledge and experience in rolling out and implementing client experience programs such as NPS, VOC/VOE and product and process optimization. * Strategic agility to align feedback and analysis of the VOC /NPS reports for continuous improvement in highlighted areas * Complex Project Management and analytical skills. * Excellent leadership and people management capabilities to lead very large teams engaged in multiple activities. * Strong customers focus and service orientation. * Multi-disciplinary capabilities – analytical, qualitative, negotiating and eye for detail. * Ability to work under pressure and handle both strategic and tactical issues. * Good decision maker, positive attitude and results oriented. * Ability to delegate work effectively. * Excellent interpersonal skills. * Working knowledge of all latest Call center technology.

Responsibilities

The Head of Client Experience is responsible for defining and executing a group-wide CX strategy across Retail and Wealth segments while overseeing omnichannel service excellence. This role drives AI-led transformation, operational efficiency, and a customer-centric culture to ensure consistent, compliant, and high-quality service delivery.