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Customer Experience, Service Quality, Risk & Process Improvement unit within the Contact Centre and Financial Remediation division exists to ensure the delivery of exceptional service quality, mitigate risks, and continuously improve processes across all customer touchpoints. The unit comprises various sub-units, including the Outbound and Inbound contact center teams, Customer Experience unit, and Digital Operations, each playing a vital role in enhancing customer satisfaction and operational efficiency.As the Vice President of Customer Experience, Service Quality, Risk & Process Improvement, your role is crucial in leading the journey for customer success and driving a customer-centric culture within the organization. You will be responsible for mapping the customer journey, analyzing data and feedback, and implementing interventions to enhance the overall customer experience. Additionally, you will drive operational excellence, identify and mitigate risks, and champion process improvements to ensure the delivery of high-quality service across all channels. Your contributions will directly impact the company’s reputation, customer satisfaction levels, and long-term business success.Main Responsibilities:Lead the development and execution of the customer experience strategy, ensuring alignment with organizational objectives and customer expectations.Map the end-to-end customer journey and identify opportunities to enhance customer satisfaction and loyalty at each touchpoint.Drive a customer-centric culture within the organization by fostering empathy, customer advocacy, and a relentless focus on exceeding customer expectations.Develop and implement service quality standards, policies, and procedures to ensure consistent delivery of high-quality service across all channels.Identify and mitigate operational risks associated with service delivery, including compliance, fraud, and reputation risks.Conduct regular audits and reviews of service processes, systems, and controls to identify gaps and areas for improvement.Collaborate with internal stakeholders to ensure adherence to regulatory requirements and industry best practices.Lead initiatives to streamline and optimize service processes to improve efficiency, reduce costs, and enhance the customer experience.Drive continuous improvement efforts through the implementation of Lean, Six Sigma, or other process improvement methodologies.Monitor key performance indicators (KPIs) and operational metrics to track progress and identify opportunities for further optimization.Explore and implement new digital banking solutions and technologies to enhance customer engagement, improve operational efficiency, and drive innovation.Collaborate with IT and digital teams to define requirements, prioritize initiatives, and ensure successful implementation and deployment of digital initiatives.Champion a culture of innovation and experimentation, encouraging teams to explore new ideas and approaches to solving customer problems and enhancing the overall customer experience.Build and maintain effective relationships with internal stakeholders, including senior executives, department heads, and frontline staff, to drive alignment and support for customer experience initiatives.Partner with Marketing, Product Development, and Sales teams to integrate customer feedback and insights into product and service design.Represent the organization externally as a thought leader in customer experience management, participating in industry forums, conferences, and speaking engagements.Establish key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives and service quality improvements.Develop dashboards and reports to track progress against goals, identify trends, and communicate insights to senior leadership and key stakeholders.Regularly review and analyze performance data to identify opportunities for course correction and continuous improvement.Qualifications & Skills:10+ years of experience in senior leadership roles within customer experience, service quality, risk management, or process improvement, preferably in the banking or financial services industry.Proven track record of driving customer-centric initiatives and implementing successful process improvements to enhance service delivery and operational efficiency.Deep understanding of digital banking solutions and emerging technologies, with experience in implementing digital initiatives.Strategic Thinking: Ability to develop and execute strategic plans aligned with organizational goals and customer needs.Leadership: Demonstrated ability to inspire and motivate teams, drive performance, and foster a culture of continuous improvement and innovation.Problem-Solving: Strong problem-solving skills with the ability to identify root causes, analyze complex issues, and develop practical solutions.Collaboration: Proven track record of collaborating effectively with cross-functional teams to achieve common goals and deliver results.Change Management: Experience leading change initiatives and managing organizational transformations to drive sustainable business outcomes.Preferably Bachelor’s degree in business administration. Professional certifications in customer experience management, risk management, process improvement (e.g., Six Sigma, Lean, Agile)About UsENBD GroupMeet the leading banking group in the regionEmirates NBD, the leading Banking Group in the MENAT region, was formed on 19 June 1963, when H.H. Late Sheikh Rashid bin Saeed Al Maktoum signed the Charter of Incorporation of the National Bank of Dubai (NBD) which became the first National Bank established in Dubai and the United Arab Emirates (UAE). With the blessings of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, NBD merged with Emirates Bank International (EBI) on 06 March 2007, to form Emirates NBD, the largest banking group in the region by assets. On 16 October 2007, the shares of Emirates NBD were officially listed on the Dubai Financial Market (DFM). The merger between EBI and NBD to create Emirates NBD, became a regional consolidation blueprint for the banking and finance sector as it combined the second and fourth largest banks in the UAE to form a banking champion capable of delivering enhanced value across Corporate, Retail, Islamic, Investment, and Private Banking, Global Markets & Treasury, Asset Management and Brokerage operations throughout the region.
