
Mashreq
CX User Testing and Designer Manager (Client Experience and Conduct - Retail and Treasury)
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 11/12/2025
Job overview
Date posted
27/10/2025
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
11/12/2025
Job description
The CX User Testing and Designer Manager within the Client Experience and Conduct Group at Mashreq Bank is responsible for ensuring that all customer journey designs are fully customer-centric and informed by user feedback and behavioral insights. The role focuses on improving the bankās retail and treasury client experiences through rigorous user testing, journey design, and continuous process improvement. The incumbent is expected to conduct and present user experience research to optimize end-to-end customer journeys, ensuring they align with Consumer Protection Regulations and integrate compliance into digital interfaces, communications, and product designs. The role involves fostering a culture of innovation and customer centricity, ensuring all digital experiences remain contemporary and responsive to client needs. Key duties include detecting and tracking digital defects through voice-of-customer analysis, analyzing client data to identify experience gaps, and proposing actionable solutions. The manager oversees all CX projects under the Retail Banking Groupās Client Experience and Conduct Group (RBG CXCG), ensuring timely, within-scope, and within-budget delivery. Responsibilities also include defining project scope, coordinating with stakeholders, developing project plans, and managing vendor relationships. The position requires collaboration across teams and divisions to enhance service standards, drive measurable improvements in Customer Satisfaction and Net Promoter Score, and ensure consistent delivery of high-quality, digitized experiences. The ideal candidate will demonstrate strong analytical capability, an in-depth understanding of retail banking products and systems, and exceptional stakeholder management skills.
Required skills
Key responsibilities
- Design and test customer journeys that are customer-centric and responsive to client feedback and needs.
- Develop and execute user testing procedures to identify and correct design and functionality errors in new and existing journeys.
- Conduct and present user experience research to inform design decisions and enhance usability.
- Ensure integration of Consumer Protection Regulation within journey design, communication, and product development.
- Foster innovation and customer centricity to ensure digital experiences remain contemporary and aligned with evolving client expectations.
- Detect and track digital or process defects and inconsistencies using voice-of-customer data.
- Provide timely solutions to address identified gaps and implement enhancements in coordination with relevant teams.
- Gather and incorporate customer and frontline feedback to improve journeys, processes, and digitalization efforts.
- Analyze client data and information to identify experience improvement opportunities and drive actionable insights.
- Manage and deliver all projects under RBG CXCG, ensuring completion within scope, time, and budget constraints.
- Assist in defining project scope and objectives, involving key stakeholders and ensuring technical feasibility.
- Develop and monitor detailed project plans and progress reports.
- Build and maintain strong relationships with third-party vendors and internal stakeholders.
- Collaborate closely with cross-functional teams to enhance service standards and improve overall client experience.
- Monitor and improve Customer Satisfaction and Net Promoter Scores through optimized digital and service journeys.
- Escalate critical issues to management when required to ensure timely resolution and client satisfaction.
Experience & skills
- Strong analytical ability to assess situations, interpret customer data, and recommend process and product improvements.
- Proven expertise in user experience design, journey mapping, and customer testing within retail or digital banking environments.
- In-depth understanding of Retail Banking products, services, processes, and system complexities.
- Familiarity with Consumer Protection Regulations and their application in customer communications and product journeys.
- Demonstrated ability to manage multiple projects, ensuring delivery within scope, budget, and timeline.
- Strong stakeholder management and interpersonal skills, with the ability to resolve complex problems collaboratively.
- Proficiency in data analysis and use of Voice of Customer feedback mechanisms to inform journey enhancements.
- Experience with CX metrics, including Customer Satisfaction and Net Promoter Score improvement frameworks.
- Excellent communication skills with a courteous, empathetic, and customer-centric approach.
- Ability to foster innovation, continuous improvement, and customer-focused design within cross-functional teams.