Emirates NBD
Senior Lead - Group Customer Experience
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
- Urgent
Job expiry date: 30/11/2025
Job overview
Date posted
16/10/2025
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
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.
Required skills
Key responsibilities
- Manage a transformation work-stream and concurrently deliver 3–4 initiatives based on complexity to drive measurable impact on sales, profitability, customer experience, and cost efficiency.
- Conduct diagnostics by performing stakeholder interviews, analysis, process shadowing, and primary and secondary research to surface pain points and opportunities.
- Support Group Customer Experience (GCE) Leadership in or facilitate design workshops to challenge and advance stakeholder thinking towards CX and transformation outcomes.
- Understand, analyze, and map complex customer journeys and business processes; use journey and process maps to identify improvement and innovation opportunities and guide streamlined solution development.
- Translate high-level designs into tangible, detailed requirements that can be executed by delivery teams.
- Recommend potential solutions aligned to functional requirements leveraging working knowledge of digital solutions.
- Synthesize insights across research, design, business, and technology to shape innovative, practical services and solutions; champion integration of diverse perspectives.
- Lead the on-the-ground implementation of solutions and ensure benefits realization against defined objectives.
- Challenge sub-optimal requirements and optimize processes to the greatest extent possible before delivery.
- Serve as the first point of contact for working or impacted teams to ensure timely project engagement and alignment.
- Maintain an active understanding of business context and pain points within the project scope to inform decision-making.
- Provide quick guidance on queries or connect stakeholders with the appropriate subject-matter experts or decision-makers.
Experience & skills
- Hold a Masters’ degree in a relevant specialization or an MBA.
- Possess Lean Six Sigma Black Belt certification.
- Hold CX certifications.
- Have 2–3 years’ experience in a Customer Experience/Transformation projects team within a large organization (business/techno-functional side, not IT project roles) or 5–7 years on the business/operations side within financial services.
- Demonstrate experience leading solution design project execution for at least two successful large-scale/high-impact programs.
- Demonstrate experience independently leading project management for at least one successful large-scale/high-impact program and supporting 2–3 projects.
