Vice President Digital Customer Experience

About the role

The Vice President of Digital Customer Experience will lead QNB Group’s Digital Center of Excellence, shaping the strategy and execution of user‑centric initiatives across all digital channels. Reporting to senior leadership, this role ensures a seamless, high‑quality journey for millions of customers while driving innovation in the banking sector.

Key responsibilities

• Define and implement the overall digital customer experience strategy, covering UX design, UX research, service design and design system governance.
• Collaborate with product, technology and business teams to embed customer‑centric standards throughout the product lifecycle.
• Monitor satisfaction metrics, analyse feedback from multiple channels and deliver actionable recommendations to improve engagement.
• Lead cross‑functional teams to achieve KPIs related to digital migration, revenue growth, cost efficiency and brand positioning.
• Ensure compliance with regulatory, risk and data‑protection policies while fostering a culture of continuous improvement.

Required profile

• Bachelor’s degree in Marketing, Banking, Finance, Business Administration, Information Technology or a related discipline.
• Minimum 12 years of relevant experience, including at least 8 years in a managerial role within a leading international bank.
• Proven track record of delivering digital transformation and customer‑experience projects at scale.
• Strong analytical and creative abilities with a focus on innovation and stakeholder collaboration.

Required skills

• Design System
• Market Research
• Product Management
• Digital Technologies
• Market Competition analysis
• IT Knowledge
• Product Marketing
• Financial Self‑Service Solutions
• Mobile Technologies
• Retail Banking Regulations
• Service Design
• UX Design
• UX Research