Mashreq

1 day ago

Sr. Manager - CX, Digital Channels & Applications (Mashreq Bank Pakistan Limited)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Own and continuously improve the end-to-end digital customer experience for SME and individual customers across mobile apps, digital channels, and AI-enabled service interfaces. Drive optimization of digital journeys by using data, analytics, dashboards, and customer insights to identify pain points and prioritize improvements. Design and govern AI-chatbot experiences for queries, complaints, and service requests, partnering with product, technology, operations, and service teams to deliver best-in-class digital banking.

Location: Pakistan

Workplace: Onsite

Employment Type: Full time

Job Function: People, HR & Talent

Seniority: Sr. Manager level

Key Responsibilities

•Lead and continuously enhance end-to-end SME and individual customer journeys across digital channels and applications.
•Identify pain points, drop-offs, delays, and service gaps across app-based and digital journeys and translate findings into prioritized improvement initiatives.
•Design, optimize, and govern AI-chatbot experiences to handle customer queries, complaints, and service requests with high containment, accuracy, and customer satisfaction.
•Use data, analytics, dashboards, and customer insights to monitor digital journey performance and recommend actions to improve usability, service responsiveness, and digital adoption.
•Partner with product, technology, service, and operations teams to implement enhancements and benchmark digital journeys and AI-based servicing against industry best practices; present insights at EXCO and relevant committees.

Key Requirements

•Bachelor’s degree in business, marketing, digital strategy, analytics, information systems, or related fields; relevant experience in customer experience, digital banking, digital customer support channels, service journeys, or service design.
•Strong understanding of digital banking products, services, channels, mobile app journeys, self-service design, and customer-centric digital experience management and regulations.
•Familiarity with AI-enabled chatbot journeys, conversational design, query handling, complaint management, and service request flows in digital environments.
•Strong analytical capability with proficiency in Excel, dashboards, data interpretation, and PowerPoint to translate insights into actionable recommendations.
•Strong written and verbal communication skills in English, with the ability to present insights, recommendations, and performance trends to senior stakeholders and governance forums.

Experience:Digital bankingCustomer experienceDigital customer supportDigital channelsService designSME customersAI chatbots

Education:Bachelor's in business, Marketing, Digital Strategy, Analytics, Information Systems, or a related field

Skills:CommunicationStakeholder managementProblem solvingInsight generationPresentation

Languages:English

Tech Stack:AI-chatbotAI-enabled service interfacesMobile applicationsDigital channelsExcelDashboardsPowerPointData analytics

Company Brief

Mashreq

Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Dubai, United Arab Emirates

Founded: 1967

Glassdoor: 3.3

Website LinkedIn Glassdoor

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Mashreq

1 day ago

Sr. Manager - CX, Digital Channels & Applications (Mashreq Bank Pakistan Limited)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Pakistan

Workplace: Onsite

Employment Type: Full time

Job Function: People, HR & Talent

Seniority: Sr. Manager level

Key Responsibilities

•Lead and continuously enhance end-to-end SME and individual customer journeys across digital channels and applications.
•Identify pain points, drop-offs, delays, and service gaps across app-based and digital journeys and translate findings into prioritized improvement initiatives.
•Design, optimize, and govern AI-chatbot experiences to handle customer queries, complaints, and service requests with high containment, accuracy, and customer satisfaction.
•Use data, analytics, dashboards, and customer insights to monitor digital journey performance and recommend actions to improve usability, service responsiveness, and digital adoption.
•Partner with product, technology, service, and operations teams to implement enhancements and benchmark digital journeys and AI-based servicing against industry best practices; present insights at EXCO and relevant committees.

Key Requirements

•Bachelor’s degree in business, marketing, digital strategy, analytics, information systems, or related fields; relevant experience in customer experience, digital banking, digital customer support channels, service journeys, or service design.
•Strong understanding of digital banking products, services, channels, mobile app journeys, self-service design, and customer-centric digital experience management and regulations.
•Familiarity with AI-enabled chatbot journeys, conversational design, query handling, complaint management, and service request flows in digital environments.
•Strong analytical capability with proficiency in Excel, dashboards, data interpretation, and PowerPoint to translate insights into actionable recommendations.
•Strong written and verbal communication skills in English, with the ability to present insights, recommendations, and performance trends to senior stakeholders and governance forums.

Experience:Digital bankingCustomer experienceDigital customer supportDigital channelsService designSME customersAI chatbots

Education:Bachelor's in business, Marketing, Digital Strategy, Analytics, Information Systems, or a related field

Skills:CommunicationStakeholder managementProblem solvingInsight generationPresentation

Languages:English

Tech Stack:AI-chatbotAI-enabled service interfacesMobile applicationsDigital channelsExcelDashboardsPowerPointData analytics

Company Brief

Mashreq

Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Dubai, United Arab Emirates

Founded: 1967

Glassdoor: 3.3

Website LinkedIn Glassdoor