Senior Associate
6 days ago
Senior Associate - Service Design & Quality - Operations & Customer Care
The role is responsible for driving the creation and improvement of end-to-end services across the bank, making sure that all digital and physical touchpoints are fully defined. He/she will consider internal and external journeys and complete end-to-end design to ensure that customers and bank staff can complete their goals and that all bank policies are implemented and controlled effectively.
**Responsibilities**
- E2E design of service of all products and services whether in-app or out-of-app, to ensure all consistency and customer centricity across journeys, as well as alignment to the bank policies and risk appetite
- Creating and managing all customer journeys, service blueprints, and operational processes and procedures within the E2E customer experience
- Defining and managing customers' journeys and driving improvements to colleague systems, processes, and procedures to improve their role performance, increase operational control, and reduce operational errors and losses
- Conducting customer interviews to measure sentiment at the design phase, and identifying opportunities at each journey
- Creating and measuring success measures/KPIs for all customer journeys, and prioritizing opportunities to improve those journeys
- Delivering the mentioned above with the best tools in the market
- Design and implement a system for gauging customer feedback at all critical touchpoints/journeys, and ensuring best-practice channels and frequencies of surveying
- Design and implement analytics for all customer feedback, including holistic and journey-specific dashboards to view customer happiness across all journeys in a 360-degree view
- Design and implement the most efficient feedback loop with other internal partners from Customer Service, Bank Operations, Product, Tech, Marketing, Finance, and CGL.
**Qualifications**
**Preferred Qualifications**
- A tertiary-level qualification from an internationally / regionally recognized institution
- Certification in Customer Experience/Service Design
**Years & Nature of Experience**
- Would have 3 to 5 years of equivalent experience where required competencies and experience has been demonstrated
- An experienced professional who can deliver on difficult technical tasks
- Has project implementation experience
- Is self-sufficient at work and could be given small project responsibility
- Has provided technical supervision to junior staff in the past
- Ability to work with different tools FigJam/Figma, Miro, Voice of Customer/Customer Feedback platforms, Customer Journey Management platform (i.e. TheyDo)
**Technical Competencies**
- Data-driven mindset
- Project management and process simplification
**Behavioural Competencies**
- Communication
- Collaboration
- Attention to detail
**About Us**
D360 Bank is a shariah-compliant digital bank that aims to provide the best financial experience in the Kingdom. Our Vision: To reinvent finance through innovation & technology making it convenient, accessible & fair to all.
Job ID 300000014907581
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