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Head of Client Experience, Retail Banking & Wealth Management

Company

Mashreqbank PSC

Location

sharjah, sharjah

Posted

June 29, 2026

Position Overview

            Key Result Areas  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 ...
        

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