Job description

Emirates NBD, a leading financial services brand in the UAE with a presence in 13 countries and over 9 million customers, operates across retail, corporate & institutional, Islamic, investment, private banking, asset management, global markets and treasury, and brokerage operations, with 97% of transactions and requests conducted outside branches and Liv as its lifestyle digital bank with over half a million users. As a Senior Lead Group Customer Experience, the role manages a transformation work-stream with 3–4 concurrent initiatives depending on complexity, requiring strong problem solving, process/journey design, conversion of high-level design into tangible requirements, and project management to deliver high-impact initiatives that move key business metrics (sales, profitability, customer experience, cost efficiency). The techno-functional remit includes conducting diagnostics (stakeholder interviews, analysis, process shadowing, primary and secondary research), supporting GCE Leadership in or facilitating design workshops to push stakeholder thinking towards CX and transformation, understanding, analyzing, and mapping complex customer journeys and business processes to identify improvements and innovation, recommending potential solutions based on functional requirements and working knowledge of digital solutions, synthesizing insights from research, design, business, and technology to shape innovative yet practical services/solutions, leading on-the-ground implementation and benefit realization, challenging sub-optimal requirements to ensure process optimization, acting as first point of contact for impacted teams for project engagement, maintaining an understanding of business context and pain points within ongoing projects, and providing quick guidance on queries or connecting teams to the right stakeholders. The position highlights Emirates NBD’s growth, innovation leadership, and flexible work policy alongside competitive rewards, benefits, and extensive professional development opportunities.