Customer Experience Officer

Job Summary

The designated role supports digital team with the following activities:

• Supports in UAT activities during monthly digital releases.
• Plans for campaigns to support in customer communication for digital initiatives. Handles the customer queries related to call center in resolving customer complaints.
• Provides ideas to enhance customer experience on CB Digital banking.

Listed Below Are The Primary Responsibility Of This Role

• Support Retail digital communications & campaign management activities.
• Support UAT activities during monthly digital releases.
• Plan out release item translations to support multiple languages (mainly Arabic) in coordination with Marketing in providing labels, messages etc.
• Manage Digital email Box / respond to customer queries and coordinate with call center in resolving customer complaints.
• Perform digital training for frontline staff & Call center staffs on releases
• Support conducting Customer Surveys.
• Perform marketing research on other banking apps / Services.

Preferable a Bachelor's degree.

Minimum 3 years relevant experience in Digital Banking.

Good Communication skillset (Verbal & writing) - Preferably English/Arabic

Ability to understand and support digital / technical processes.

V.Good skillset in using Microsoft tools (Excel / Word / PowerPoint).