Senior Manager

2 days ago

الرياض, Saudi Arabia D360 Bank Full time

Senior Manager - Service Design & Quality

**Responsibilities**
- Manage 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
- Developing the overall vision and high-level design for the project and ensuring this is effectively communicated to the various stakeholders.
- Identifying, reviewing, and recording the specific risks associated with the opportunity including mitigations and cost implications.
- Contributing to the organization's best practice design methodology and supporting the upskilling of the organizations Business Development, Service Design and Operations teams with regular design workshops and training.
- Creating and measuring success measures/KPIs for all customer journeys, and prioritizing opportunities to improve those journeys
- 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.
- Perform any other duties as assigned
- Enforce, incorporate, and comply with all necessary controls and related information security (EIS) policies, procedures, practices, training, reporting, personal due diligence and vigilance, within departmental/unit activities and operations

**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 5 to 7 years of equivalent experience where required competencies and experience have been demonstrated in Customer Experience, Service Design, Business Analysis, UX/UI, Voice of Customer
- A specialist individual contributor or a team lead who has managed and delivered projects
- Has team or technical supervision skills
- Demonstrated expertise and experience with complex technical activities
- Has worked with more senior staff and dealt with complex issues, larger clients, accounts, projects, or internal relationships
- Ability to work with different tools FigJam/Figma, Miro, Voice of Customer/Customer Feedback platforms, Customer Journey Management platform (i.e. TheyDo)
- Ability to create and sign off cross-functional procedures
- Understanding of bank compliance and regulatory environment

**Technical Competencies**
- Data-driven mindset
- Project management and process simplification

**Behavioural Competencies**
- Communication
- Collaboration
- Attention to detail

Job ID 300000050059842

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