Sr. Digital Experience Specialist - أخصائي أول التجربة الرقمية

JOB CONTENT
To support the design, measurement, enhancement, and optimization of customer experiences across the Bank’s digital channels and platforms. The role is responsible for ensuring that digital customer journeys are seamless, intuitive, and customer-centric while supporting digital adoption, omnichannel integration, customer engagement, and continuous improvement initiatives aligned with the Bank’s Customer Experience Strategy and Digital Transformation roadmap.

2. Duties and Responsibilities
Strategic:

Support the implementation of the Bank’s Digital Customer Experience Strategy and Digital Transformation initiatives.
Contribute to the development of customer-centric digital experiences across all customer-facing digital channels.
Support the identification of opportunities to improve digital customer engagement, usability, accessibility, and adoption.
Participate in digital customer journey mapping and experience design initiatives.
Benchmark digital customer experience practices against leading banks and industry best practices.
Support the implementation of omnichannel customer experience initiatives to ensure consistency across customer touchpoints.

Operational:

Monitor customer experience across digital channels including websites, customer portals, mobile applications, self-service platforms, CRM channels, and emerging digital solutions.
Analyze customer behavior, customer interactions, and usage patterns across digital channels to identify improvement opportunities.
Track and monitor digital customer experience KPIs including digital adoption, portal utilization, customer satisfaction, digital service performance, customer effort, abandonment rates, and channel migration metrics.
Conduct digital experience assessments and identify friction points affecting customer engagement and satisfaction.
Collaborate with Information Technology, Digital Transformation, Operations, and business units to recommend and implement customer-centric digital improvements.
Support testing and validation of digital platforms, customer portals, mobile applications, and customer-facing solutions from a customer experience perspective.
Participate in User Acceptance Testing (UAT) and customer experience reviews for new digital products, enhancements, and technology initiatives.
Monitor customer feedback related to digital channels and coordinate with Voice of Customer and Customer Journey teams to identify opportunities for improvement.
Support implementation of CRM, customer engagement, and omnichannel communication initiatives.
Assist in developing digital experience dashboards, scorecards, reports, and presentations for management review.
Track progress of digital customer experience improvement initiatives and report outcomes against agreed targets.
Support the implementation of accessibility, usability, and customer-centric design standards across digital platforms.
Contribute to the achievement of customer experience objectives related to digital adoption, customer satisfaction, and service excellence.
Perform any other relevant task assigned from time to time by the Head of Customer Experience.

People:

Promote digital-first and customer-centric thinking across the organization.
Support awareness initiatives aimed at increasing digital adoption and customer engagement.
Contribute to knowledge sharing and dissemination of digital customer experience best practices.
Support customer experience capability-building initiatives related to digital channels and customer engagement.

KEY INTERACTIONS
1. Internal
· Head of Customer Experience
• Manager Customer Experience Center
• Specialist Voice of Customer
• Specialist Customer Journey
• Digital Transformation Department
• Information Technology Department
• Operations Department
• Business Units
• Product Development Teams
• Marketing & Corporate Communications
• Contact Center Team
• Customer Complaints Team
• Branch Network
• Human Capital (for awareness and capability-building initiatives)
– As per operational activities
2. External
· Technology Vendors
• Digital Solution Providers
• CRM Providers
• Customer Experience Consultants
• Research and Survey Providers
• Customers
• Service Providers
– As part of operational activities
3. Level of external interaction
– This position requires a High level of external interaction

MINIMUM EDUCATION, QUALIFICATIONS & SKILLS

Education:

– Bachelor’s Degree in Business Administration, Information Systems, Digital Business, Marketing, Customer Experience, Computer Science, Banking, or related discipline.

Experience:

– 4–6 years of relevant experience in digital customer experience, digital channels management, customer engagement, CRM, digital transformation, customer journey management, UX/UI, or related fields.

Special Skills & Knowledge:

– Strong understanding of Digital Customer Experience principles and best practices.

– Knowledge of digital customer journeys, omnichannel customer engagement, and customer-centric design.

– Familiarity with CRM platforms, customer portals, mobile applications, and digital service platforms.

– Experience in customer analytics, digital adoption measurement, and customer behavior analysis.

– Understanding of UX/UI concepts and usability assessment methodologies.

– Knowledge of customer experience metrics including NPS, CSAT, CES, digital adoption, and customer engagement indicators.

– Proficiency in Microsoft Office applications, Power BI, and reporting tools.

– Strong analytical, problem-solving, and stakeholder management skills.

– Excellent communication and presentation skills.

Business Understanding:

– This position requires a low-medium level of business understanding

ADDITIONAL QUALIFICATION /CERTIFICATION REQUIRED

– Professional certifications in Customer Experience, Digital Experience, UX/UI, Customer Journey Management, Digital Transformation, CRM, or related disciplines are preferred.