Job Opportunities in Saudi Arabia

Senior Manager - Service Design & Quality

Job Description

The role is responsible for developing engaging user experiences for various applications and managing the creation of design assets. He/she determines relevant user experience research to be conducted and translates user needs and business requirements into features to enhance application experiences. He oversees usability testing of prototypes and builds relationships with stakeholders to attain buy-in for proposed user experience strategies. As a team lead, he develops the capabilities of junior team members.

Responsibilities

• Manage E2E design of service of all products and services whether in-app or out-of-app, to ensure all consistency and customer centricity across journeys, as well as alignment to the bank policies and risk appetite
• Creating and managing all customer journeys, service blueprints, and operational processes and procedures within the E2E customer experience
• Defining and managing customers' journeys and driving improvements to colleague systems, processes, and procedures to improve their role performance, increase operational control, and reduce operational errors and losses
• Conducting customer interviews to measure sentiment at the design phase, and identifying opportunities at each journey
• Developing the overall vision and high-level design for the project and ensuring this is effectively communicated to the various stakeholders.
• Collaborating effectively with subject matter experts as well as the organization's operations, business development, financial, commercial, and technical colleagues to achieve the optimal service design
• Identifying, reviewing, and recording the specific risks associated with the opportunity including mitigations and cost implications.
• Contributing to the organization's best practice design methodology and supporting the upskilling of the organizations Business Development, Service Design and Operations teams with regular design workshops and training.
• Creating and measuring success measures/KPIs for all customer journeys, and prioritizing opportunities to improve those journeys
• Design and implement a system for gauging customer feedback at all critical touchpoints/journeys, and ensuring best-practice channels and frequencies of surveying
• Design and implement analytics for all customer feedback, including holistic and journey-specific dashboards to view customer happiness across all journeys in a 360-degree view
• Design and implement the most efficient feedback loop with other internal partners from Customer Service, Bank Operations, Product, Tech, Marketing, Finance, and CGL.
• Perform any other duties as assigned
• Enforce, incorporate, and comply with all necessary controls and related information security (EIS) policies, procedures, practices, training, reporting, personal due diligence and vigilance, within departmental/unit activities and operations

Qualifications

Preferred Qualifications

• A tertiary-level qualification from an internationally / regionally recognized institution
• Certification in Customer Experience/Service Design

Years & Nature of Experience

• Would have 5 to 7 years of equivalent experience where required competencies and experience have been demonstrated in Customer Experience, Service Design, Business Analysis, UX/UI, Voice of Customer
• A specialist individual contributor or a team lead who has managed and delivered projects
• Has team or technical supervision skills
• Demonstrated expertise and experience with complex technical activities
• Has worked with more senior staff and dealt with complex issues, larger clients, accounts, projects, or internal relationships
• Ability to work with different tools Fig Jam/Figma, Miro, Voice of Customer/Customer Feedback platforms, Customer Journey Management platform (i.e. They Do)
• Ability to create and sign off cross-functional procedures
• Understanding of bank compliance and regulatory environment

Technical Competencies

• Data-driven mindset
• Project management and process simplification

Behavioural Competencies

• Communication
• Collaboration
• Attention to detail

Job ID 300000050059842