Head of Client Experience, Retail Banking & Wealth Management
Mashreq
On-siteFull TimeExecutiveFinance & Banking
Posted 1 day ago1d agoApply link checked 8 hours ago
Why we think you can apply
- Employer country
- United Arab Emirates
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- The employer's office · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 1 day ago · apply link checked 8 hours ago
About the role
Responsibilities
- Define and deliver a consistent, differentiated client experience across Retail and Wealth segments
- Provide end-to-end ownership of customer servicing experiences across Contact Centres, chat, digital, and AI-led channels
- Ensure strong CX governance, standardization, and regulatory compliance
- Drive service excellence, efficiency, and automation to reduce cost-to-serve and improve customer trust
- Lead cross-market CX teams and partner with Business, Digital, Technology, Risk, and Conduct functions
- Champion CX-led transformation and innovation across the customer lifecycle
- Embed experience metrics into business decision-making to ensure seamless, scalable, and outcome-driven client experiences
What we look for
- Experience in Retail Banking and Wealth Management
- Expertise in CX governance and standardization
- Experience managing Contact Centres and digital channels
- Knowledge of AI-led channels and chatbots
- Ability to lead cross-market CX teams
wealth managementAIBankingCustomer ExperienceDigital Transformation
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Mashreq
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