About QNBEstablished in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.
QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.
QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.
Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.
QNB Group has an active community support program and sponsors various social, educational and sporting events.
Job Purpose SummaryThe incumbent will spearhead the Customer Experience strategy within the Digital Center of Excellence, holding a pivotal role in defining and executing initiatives that enhance the user journey across all digital platforms.
This leadership position encompasses oversight of critical functions such as:
The role is responsible for ensuring a cohesive and customer-centric design philosophy across the organization and aligning design and research efforts with the delivery of superior digital products.
By embedding best standards and practices into the product development lifecycle, the incumbent will play a key role in meeting and exceeding customer experience expectations.
The incumbent will monitor customer satisfaction and product quality and provide actionable recommendations to improve user satisfaction and engagement. This strategic leadership role requires a visionary individual with a strong combination of analytical and creative skills capable of fostering a culture of innovation and continuous improvement within the Customer Experience domain.
Essential Duties & Responsibilities By Dimensions* Shareholder & Financial * Assist in implementing strategies and plans to achieve migration, transaction volume, revenue, profit, and cost-saving targets for Group Retail Digital Business. * Support achievement of target budgets and collaborate with local and international partners to establish end-to-end customer value chain partnerships. * Support initiatives that increase digital migration and utilization through market intelligence and internal data analysis. * Support development of sustainable and future-proof product lifecycle strategies. * Recommend and implement innovative Customer Experience strategies leveraging technology to transform the bank into a future-ready digital organization. * Achieve and exceed KPIs established for the unit. * Implement KPIs and best practices. * Promote efficiency, productivity, cost consciousness, and waste reduction. * Operate within delegated authority limits and effectively manage delegated responsibilities. * Demonstrate strong understanding of drivers behind financial and non-financial performance. * Customer (Internal & External) * Develop and enhance Customer Experience approaches across customer-related processes and channels. * Drive digital transformation and customer-centric engagement strategies. * Formulate customer-focused multichannel strategies. * Transform customer engagement from conventional channels to digital channels. * Establish leadership in digital brand identity. * Support customer acquisition, penetration, and retention strategies. * Establish and maintain Customer Experience measurement frameworks. * Analyze customer feedback from: + Social Media + Customer Care + App Store Reviews + Other customer feedback channels
Continuous Improvement
Industry Innovation
Demonstrate strong market research capabilities.
Insider Dealing Policies
Perform responsibilities under the Three Lines of Defence framework.
Remediation Activities
Maintain qualification and competence requirements.
Education/Experience Requirements* Bachelor's Degree in: + Marketing + Banking + Finance + Accounting + Economics + Business Administration + Information Technology + Related discipline
Preferably experience within a highly rated international bank.
Minimum 8 years managerial experience.
Note: you will be required to attach the following:
