Vice President Customer Experience

About the role

The Vice President Customer Experience leads the Customer Experience strategy within the Digital Center of Excellence in QNB's Retail Banking division in Doha. The role defines and executes initiatives that improve the user journey across all digital platforms, overseeing UX Design, UX Research, Service Design and the Design System, and ensures a cohesive, customer-centric design philosophy aligned with superior digital products.

Key responsibilities

• Help implement strategies to meet migration, transaction volume, revenue, profit and cost-saving targets for the Group Retail Digital Business, and support target budgets and end-to-end customer value chain partnerships.
• Develop and enhance customer experience approaches across processes and channels, formulate multichannel strategies and shift engagement from conventional to digital channels.
• Establish and maintain Customer Experience measurement frameworks and analyse feedback from social media, customer care and app store reviews.
• Support customer acquisition, penetration and retention, and build effective stakeholder relationships across the Group.
• Ensure compliance with policies, regulations and best practices, and provide expertise, coaching and guidance to team members.
• Lead improvement initiatives with cross-functional teams, foster innovation and conduct regular staff performance assessments.
• Stay current on financial services, digital and mobile technologies and industry trends, and pursue continuous professional development.
• Comply with AML, sanctions, data protection, fraud control and conflict of interest policies, and perform duties under the Three Lines of Defence framework.

Required profile

• Bachelor's degree in marketing, banking, finance, accounting, economics, business administration, information technology or a related discipline.
• At least 12 years of relevant experience, preferably in a highly rated international bank.
• At least 8 years of managerial experience.
• Proven international accomplishments and industry recognition.

Required skills

• Strong knowledge of product marketing, product management, market competition and retail banking regulations.
• Knowledge of financial self-service solutions and industry best practices.