Customer Experience Specialist

Customer Experience Specialist - Open Finance

Al Etihad Payments empowers employees to work in an environment that best promotes their productivity and well‑being, while providing high‑quality workplace and fantastic professional experience.

Al Etihad Payments is the UAE’s designated retail payments entity, dedicated to developing and operating world‑class infrastructure, standards, and solutions for the UAE Economy. Al Etihad Payments is a subsidiary of the Central Bank of the UAE, strongly supported by the UAE Government.

We are a collaborative, diverse and passionate group of individuals that works as one team. We support one another, make impactful contributions to the organization, and develop and nurture meaningful connections across the payment’s ecosystem!

Support Open Finance CX governance by reviewing customer journeys submitted by LFIs and TPPs, ensuring alignment with CX standards and helping deliver consistent, customer‑friendly experiences across the ecosystem.

• Perform detailed CX reviews of submitted journeys, screens, and flows
• Validate compliance with CX standards and usability expectations
• Analyze consent, authentication, data sharing, payments, banking and insurance journeys
• Document findings clearly and consistently across multiple institutions
• Support certification tracking and issue resolution

• Bachelor's degree in Human Computer Interaction, Service Design, Information Systems or any related field
• 1-3 years’ experience in Digital / Mobile banking, Onboarding journeys, Cards / Payments, Customer service transformation

• Attention to detail
• Enjoys structured analysis and reviews
• Strong written communication
• Logical thinking
• Customer empathy
• Ability to learn standards deeply

• Modern work environment with level of flexibility;
• Dynamic and motivated team of colleagues working towards achieving UAE National Objectives;
• Competitive compensation package, including annual bonus and additional benefits like child educational allowance and annual flight tickets (where eligible);
• Comprehensive health insurance coverage;