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Head of Client Experience, Retail and Treasury Client Experience & Conduct Group (UAE National)

Company

Mashreq

Location

sharjah, United-Arab-Emirates

Type

Full-time

Key Result Areas 1. Group Client Experience Strategy & Governance
  • Define and execute a group‑wide CX strategy for Retail & Wealth across all markets and channels.
  • Establish CX governance, service standards, KPIs, and controls to ensure consistent and compliant delivery.
  • Balance centralized CX direction with local market requirements and regulations.
2. Omnichannel Service Excellence (Human & Digital)
  • Own end‑to‑end customer experience across Contact Centres, chat, digital servicing, and AI‑led channels.
  • Ensure seamless journey continuity between chatbot, live chat, voice, and relationship service models.
  • Drive improvements in CX metrics (TNPS, CSAT, FCR, complaints reduction) across all channels.
3. AI Enablement & Intelligent Automation
  • Lead the embedding of AI and Gen‑AI across service channels, including chatbots, virtual assistants, intelligent routing, and p...

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