Digital Product Expert

Job Description and Purpose:

• The Digital Product Expert has end-to-end responsibility for the development, management, harmonization and rolling out of commercial products, services, channel formulas and processes within one or more segments and is familiar with the relationship between these aspects, with a view to achieving an optimum customer experience.
• The role is primarily to support the Product Owner/MarTech Lead in the product strategy, product design & delivery and develop a highly functional, engaging & effective self-service platform for business team enablement.
• The role works in a team within Mashreq’s Digital Studio, works together with other PPOs/Platform Owners and experts to achieve the teams mission.
• The role has expertise in the areas of marketing, product management, channel and process optimization. The Digital Product Expert should be able to fulfil the role of Platform Owner within a team.
• The Digital Product Expert is responsible for defining stories and prioritizing the team’s backlog to streamline the execution of program priorities while maintaining the conceptual and technical integrity of the features or components for the team and of the platform.

Key Result Areas:

This would include but not limited to:

• Lead the team comprising of Engineers, Platform Admins, Subject Matter Experts, Technical Leads, Designers, QAs along with the Product Owner/MarTech Lead to achieve Business and Customer needs through digital delivery.
• Constantly evaluate and prioritize the team’s backlog to streamline the execution of program priorities while maintaining the conceptual and technical integrity of the features or components for the team.
• Collaboration with IT, Compliance, ISG, Architecture, Operations, CX Team, Legal and all relevant stakeholders to deliver optimal platform features and functionalities.
• Develop intuitive platform features to drive digital adoption (and drive traffic away from traditional channels).
• Along with the PO/MarTech Lead, drive incremental share of wallet & balances by deploying a seamless UX, built on superior UI.
• Ensure there is no Tech Debt and all platform components are policy compliant.
• Deal with incidents and improvement needs efficiently.
• Use his/her technical expertise and experience to lead agile events (QPM, sprint plannings, refinements, retrospectives, demos etc.).
• Directs implementation based on the strategy (in alignment with PO/MarTech Lead), tracks team’s progress, highlights risks, defines mitigations and risk avoidance.
• Ensures completion of backlog items during sprints and Epics, user stories and tasks get closed on time.
• Knowledgeable on IT opportunities to support business goals.
• Is able to translate business solutions into working software/cloud solutions by collaborating with IT engineers.
• Experienced in vendor management, from RFP development and evaluation through onboarding and daily collaboration to ensure delivery of projects and features within the committed timeline, budget, and quality standards.
• Proven track record in delivering large-scale projects across multiple countries, coordinating cross-functional teams and external partners.
• Strong ability to make strategic decisions on in-house development vs. purchasing ready-made components.
• Masters the fundamentals of all core capabilities of CUSTOMER JOURNEY and has knowledge in one field of expertise for which he or she is regarded as go-to person within the team.
• Is mentor for novices.
• Is open for feedback on own performance and is looking actively for coaching by proficient and expert colleagues.
• Ability to handle challenges and multi-task, in a high pressure & demanding environment.
• Ability to work coherently with teams engaged with different priorities.
• Ability to identify & prioritize high impact items.
• Make informed decisions that meet both business objectives and customer needs through effective digital delivery.
• Take ownership of key decisions, ensuring alignment with organizational goals and stakeholder expectations while effectively managing resources.
• Empower team members by fostering a collaborative environment, encouraging input on critical choices, and maintaining accountability for the overall success of QPM commitments.

Knowledge Skills and Experience:

• Minimum 7+ years' experience in MarTech, CRM, or CDP with proven success in large-scale programs
• Strong track record in managing multiple external vendors and delivery partners
• Skilled in defining platform vision, roadmap, and execution in alignment with business and compliance needs
• Demonstrated ability in delivering enterprise projects across multiple countries or regions, ensuring alignment between local business requirements and global strategy
• Hands-on experience with CRM and CDP domains such as customer data unification, segmentation, personalization, activation
• Hands-on experience with migrations/transitions between major CRM/CDP platforms, including managing risks and ensuring business continuity
• Deep understanding of integrating CDP/CRM platforms into a wider enterprise architecture, ensuring smooth data flow across systems
• Comfortable working across marketing, analytics, IT, compliance, and business units
• Familiarity with Consumer Protection Regulations (CPR) and regional data privacy requirements
• Strong analytical and ROI measurement skills