Customer Experience Officer – Digital Banking

About the role

The Customer Experience Officer will support the digital banking team by managing customer communications, handling complaints, and contributing to the improvement of the digital banking experience. The role involves coordinating campaigns, assisting with user acceptance testing, and providing training to frontline staff.

Key responsibilities

• Support retail digital communications and campaign management activities.
• Participate in UAT activities for monthly digital releases.
• Coordinate translation of release items into Arabic and other languages.
• Manage the digital email inbox, respond to customer queries, and work with the call centre to resolve complaints.
• Deliver digital training sessions for frontline and call‑centre staff on new releases.
• Conduct customer surveys and perform market research on competing banking apps and services.

Required profile

• Bachelor’s degree (preferred).
• Minimum 3 years of experience in digital banking or a related field.
• Strong verbal and written communication skills in English and Arabic.
• Ability to understand and support digital and technical processes.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint