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 bank’s 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 Group’s 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.