Mashreq

3 weeks ago

Customer Experience Strategy Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Develop and execute a comprehensive Voice of the Customer (VoC) strategy, collaborating with cross-functional teams to translate customer insights into operational improvements. Identify and remove bottlenecks in journeys, establish a robust feedback framework, and drive data-driven CX initiatives that enhance product functionality, processes, and tech infrastructure within a banking environment.

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Develop and execute a comprehensive VoC strategy that aligns with business goals. Collaborate with cross-functional teams to ensure the effective integration of customer insights into operational practices.
•Identify and implement necessary changes to improve customer journeys, streamline processes, and eliminate operational bottlenecks.
•Establish a robust framework for collecting, analyzing, and acting on customer feedback to improve product functionality, processes and tech infrastructure to improve client experience
•Utilize insights to inform strategic decisions and foster a customer-centric culture across the organization.
•Collaborate with internal and external stakeholders to design and implement customer experience initiatives. Facilitate workshops and discussions to drive alignment on strategic priorities.

Key Requirements

•8-9 years of experience in customer service, corporate banking or related area.
•5+ years of experience in customer experience management, process improvement, or related roles.
•Proven ability to apply Lean Six Sigma principles to drive process improvements.
•Strong analytical, reporting, and problem-solving skills; able to translate data into actionable insights.
•Clear and effective communication with cross-functional teams and stakeholders.

Experience:BankingCommercial bankingCustomer experience

Education:Bachelor's

Skills:CommunicationProblem-solvingAnalyticalLeadershipCross-functional collaboration

Languages:English

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

3 weeks ago

Customer Experience Strategy Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Develop and execute a comprehensive VoC strategy that aligns with business goals. Collaborate with cross-functional teams to ensure the effective integration of customer insights into operational practices.
•Identify and implement necessary changes to improve customer journeys, streamline processes, and eliminate operational bottlenecks.
•Establish a robust framework for collecting, analyzing, and acting on customer feedback to improve product functionality, processes and tech infrastructure to improve client experience
•Utilize insights to inform strategic decisions and foster a customer-centric culture across the organization.
•Collaborate with internal and external stakeholders to design and implement customer experience initiatives. Facilitate workshops and discussions to drive alignment on strategic priorities.

Key Requirements

•8-9 years of experience in customer service, corporate banking or related area.
•5+ years of experience in customer experience management, process improvement, or related roles.
•Proven ability to apply Lean Six Sigma principles to drive process improvements.
•Strong analytical, reporting, and problem-solving skills; able to translate data into actionable insights.
•Clear and effective communication with cross-functional teams and stakeholders.

Experience:BankingCommercial bankingCustomer experience

Education:Bachelor's

Skills:CommunicationProblem-solvingAnalyticalLeadershipCross-functional collaboration

Languages:English

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