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

Mashreq
Pakistan
Workplace: OnsiteFull timeFunction: People, HR & TalentEducation: bachelorsSkills: ["Problem solving","Stakeholder management","Communication","Insight generation","Cross-functional collaboration"]

Shape and improve the end-to-end digital customer experience for SME and individual customers across mobile applications and digital channels. Lead journey optimization using data, analytics, and dashboards to uncover pain points, drop-offs, and service gaps. Design and govern AI-chatbot experiences to improve query handling, complaint management, and service request containment. Partner with product, technology, operations, and service teams, benchmark best practices, and report CX metrics to EXCO and governance committees.

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FursaFursa
Mashreq
Mashreq
1 month ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Shape and improve the end-to-end digital customer experience for SME and individual customers across mobile applications and digital channels. Lead journey optimization using data, analytics, and dashboards to uncover pain points, drop-offs, and service gaps. Design and govern AI-chatbot experiences to improve query handling, complaint management, and service request containment. Partner with product, technology, operations, and service teams, benchmark best practices, and report CX metrics to EXCO and governance committees.
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 to ensure intuitive, seamless experiences.
  • •Identify journey pain points, drop-offs, delays, and service gaps, and convert 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 satisfaction.
  • •Use data, analytics, dashboards, and customer insights to monitor digital journey performance and recommend actions to improve usability, responsiveness, and adoption.
  • •Partner with product, technology, service, and operations teams to implement enhancements and benchmark journeys and AI servicing against industry best practices.

Key Requirements

  • •Bachelor’s degree in business, marketing, digital strategy, analytics, information systems, or a related field.
  • •Relevant experience in customer experience, digital banking, and digital service/product journey design (SME and individual journeys preferred).
  • •Strong understanding of digital banking products and customer-centric digital experience management, including self-service design and relevant regulations.
  • •Familiarity with AI-enabled chatbot journeys, conversational design, and handling queries, complaints, and service requests in digital environments.
  • •Strong analytical, Excel/dashboard, and presentation (PowerPoint) skills, with the ability to translate insights into practical recommendations.
Experience:Digital bankingCustomer experienceAI chatbots
Education:Bachelor's
Skills:Problem solvingStakeholder managementCommunicationInsight generationCross-functional collaboration
Languages:English
Tech Stack:ExcelDashboardsPowerPointAI chatbotsAnalytics

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
Glassdoor: 3.3
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