Officer, CX Transformation ( UAE National )

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers and delivering service that really goes the extra mile.

Job Purpose:

Support the successful delivery of customer experience transformation initiatives across the organization. The role assists in project coordination, customer journey analysis, performance tracking, process improvement activities, and stakeholder engagement to help drive a customer-centric culture and enhance customer outcomes.

Principal Accountabilities:

Transformation Program Support

Assist in the planning, coordination, and execution of CX transformation initiatives.

Maintain project documentation, action trackers, status reports, and governance records.

Support project teams in monitoring timelines, milestones, and dependencies.

Customer Journey Analysis

Support mapping and documentation of end-to-end customer journeys.

Collect and analyse customer feedback, operational data, and performance insights.

Identify customer pain points and improvement opportunities.

Data & Reporting

Monitor customer experience metrics, KPIs, and transformation milestones.

Support data collection and validation activities.

Prepare regular CX performance dashboards and reports.

Process Improvement

Assist in documenting current and future-state processes.

Support process redesign workshops and improvement initiatives.

Follow up on implementation of approved improvement actions.

Stakeholder Coordination

Coordinate meetings, workshops, and engagement sessions with business units.

Track action items and ensure timely follow-up with stakeholders.

Support communication and change management activities related to CX initiatives.

Continuous Improvement

Stay informed of CX trends, methodologies, and best practices.

Contribute ideas and recommendations to improve customer and employee experiences.

Education and Experience

Bachelor’s degree in Business Administration, Customer Experience, Marketing, Management, or a related discipline.

1 to 2 years of experience in Customer Experience, Business Improvement, Transformation, Project Management, Operations, Consulting, or related fields.

Internship or graduate program experience in customer-centric initiatives is advantageous