Customer Journey Architect - Digital Transformation UAE

Position Overview

First Abu Dhabi Bank (FAB) is looking for a Customer Journey Architect to lead the design and integration of end-to-end customer journeys across digital platforms. This strategic role aligns customer experience with enterprise architecture, embedding cloud‑native principles and modern system design to drive measurable business value and enhance client engagement.

• Location:
  
  United Arab Emirates (Abu Dhabi)
• Industry: Banking / Mortgage
• Professionals Function:
  Strategy / Consulting
• Salary: 30, monthly (Market estimated)
• Gender: Any
• Candidate Nationality:
  Any
• Preferred
  
  Location:
  
  Any
• Job Type: Full‑time

• Architect customer journeys that connect business goals, customer needs, and enabling technologies
• Serve as a key link between customer experience, strategy, and enterprise architecture
• Lead the creation and maintenance of customer journey blueprints aligned with business capabilities
• Embed capability‑led and value stream‑based design into onboarding, service recovery, and digital channels
• Integrate cloud‑native services (AWS, Azure), serverless computing, and event‑driven patterns into journey platforms
• Partner with CX, product, and channel teams to align transformation programs with customer‑centric outcomes
• Ensure architectural alignment across applications, data, and infrastructure layers
• Track performance and maturity of journeys, driving improvements through analytics and feedback loops
• Promote reuse of digital capabilities such as KYC, authentication, and communication across journeys
• Coach stakeholders and teams in experience‑driven design practices

• Bachelor's or Master's degree in Computer Science, Business Architecture, or related field
• Proven expertise in journey‑centric design and enterprise architecture within banking or large‑scale organizations
• Strong experience with AWS and Azure cloud services, containerization, and microservices platforms
• Proficiency in event‑driven and asynchronous processing models
• Skilled in capability mapping, value stream optimization, and CX‑to‑tech translation
• Strategic thinker with ability to drive roadmap alignment and prioritize based on business value
• Excellent collaboration, communication, and stakeholder management skills

• Join the UAE's largest financial institution with global recognition for safety and innovation
• Opportunity to lead digital transformation initiatives at scale
• Access to advanced technologies and enterprise‑wide modernization programs
• Professional growth within a high‑performing, international banking environment
• Competitive tax‑free salary, full benefits, and career advancement opportunities

First Abu Dhabi Bank (FAB) is the UAE's largest bank and a leading global financial institution, delivering innovative solutions and world‑class customer experiences.