Vice President, Customer Experience

Job Purpose Summary:

The incumbent will spearhead the Customer Experience strategy within the Digital Center of Excellence, holding a pivotal role in defining and executing initiatives that enhance the user journey across all digital platforms.

This leadership position encompasses oversight of critical functions such as:

• UX Design

• UX Research

• Service Design

• Design System

The role is responsible for ensuring a cohesive and customer-centric design philosophy across the organization and aligning design and research efforts with the delivery of superior digital products.

By embedding best standards and practices into the product development lifecycle, the incumbent will play a key role in meeting and exceeding customer experience expectations.

The incumbent will monitor customer satisfaction and product quality and provide actionable recommendations to improve user satisfaction and engagement. This strategic leadership role requires a visionary individual with a strong combination of analytical and creative skills capable of fostering a culture of innovation and continuous improvement within the Customer Experience domain.

A. Shareholder & Financial

• Assist in implementing strategies and plans to achieve migration, transaction volume, revenue, profit, and cost-saving targets for Group Retail Digital Business.

• Support achievement of target budgets and collaborate with local and international partners to establish end-to-end customer value chain partnerships.

• Support initiatives that increase digital migration and utilization through market intelligence and internal data analysis.

• Support development of sustainable and future-proof product lifecycle strategies.

• Recommend and implement innovative Customer Experience strategies leveraging technology to transform the bank into a future-ready digital organization.

• Achieve and exceed KPIs established for the unit.

• Implement KPIs and best practices.

• Promote efficiency, productivity, cost consciousness, and waste reduction.

• Operate within delegated authority limits and effectively manage delegated responsibilities.

• Demonstrate strong understanding of drivers behind financial and non-financial performance.

B. Customer (Internal & External)

• Develop and enhance Customer Experience approaches across customer-related processes and channels.

• Drive digital transformation and customer-centric engagement strategies.

• Formulate customer-focused multichannel strategies.

• Transform customer engagement from conventional channels to digital channels.

• Establish leadership in digital brand identity.

• Support customer acquisition, penetration, and retention strategies.

• Establish and maintain Customer Experience measurement frameworks.

• Analyze customer feedback from:

  • Social Media

  • Customer Care

  • App Store Reviews

  • Other customer feedback channels

• Build and maintain effective relationships with stakeholders across the Group.

• Adapt successful Customer Experience methodologies from other industries.

• Implement initiatives that improve revenue, profitability, and customer satisfaction.

• Create continuous customer feedback channels and use insights to drive process transformation.

• Assist customers regarding bank products and services.

• Maintain service levels in accordance with agreed SLAs.

• Provide data and information to auditors, compliance, financial control, and risk functions when required.

C. Internal (Processes, Products & Regulatory)

• Ensure compliance with policies, procedures, regulations, and best practices.

• Provide expertise, coaching, and guidance to team members.

• Conduct meetings and deliver presentations as required.

• Develop professional relationships with current and prospective partners.

• Submit periodic management and business performance reports.

• Report Digital Business performance to executive management.

Continuous Improvement

• Lead improvement initiatives using cross-functional teams.

• Encourage adoption of practices that exceed industry standards.

• Foster innovative thinking within the team.

• Encourage and reward innovative ideas and solutions.

D. Learning & Knowledge

• Maintain strong design expertise and good IT knowledge.

• Maintain knowledge of:

  • Financial Services

  • Digital Technologies

  • Mobile Technologies

  • Industry Innovation

• Demonstrate strong market research capabilities.

• Pursue continuous professional development.

• Stay current on industry trends and developments.

• Conduct regular staff performance assessments.

• Resolve grievances and conflicts promptly and effectively.

E. Legal, Regulatory & Risk Framework Responsibilities

• Comply with all legal, regulatory, and internal compliance requirements.

• Adhere to:

  • AML & CTF Policies

  • Sanctions Policies

  • Data Protection Policies

  • Fraud Control Policies

  • Whistle Blowing Policies

  • Conflict of Interest Policies

  • Insider Dealing Policies

• Perform responsibilities under the Three Lines of Defence framework.

• Manage and report risks effectively.

• Support Conduct Risk requirements.

• Support:

  • RCSA

  • KRIs

  • Incident Reporting

  • Remediation Activities

• Maintain qualification and competence requirements.

• Complete all mandatory training.

• Attend mandatory internal and external seminars.

F. Other Responsibilities

• Maintain high standards of data protection and confidentiality.

• Protect commercially sensitive information.

• Maintain confidentiality of customer and bank information.

• Share information only on a need-to-know basis with authorized stakeholders.

• Uphold QNB's professional standards and reputation.

• Perform any additional duties assigned by management.

Education/Experience Requirements:

1. Bachelor's Degree in:

   • Marketing

   • Banking

   • Finance

   • Accounting

   • Economics

   • Business Administration

   • Information Technology

   • Related discipline

2. Minimum 12 years relevant experience.

   Preferably experience within a highly rated international bank.

   Minimum 8 years managerial experience.

3. Strong knowledge of:

   • Product Marketing

   • Product Management

   • Market Competition

   • Industry Best Practices

   • Retail Banking Regulations

   • Financial Self-Service Solutions

4. Proven international accomplishments and industry recognition.