Manager, CX Transformation

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers and delivering service that really goes the extra mile.

Job Purpose:

Lead and deliver strategic customer experience transformation programs that support the organization's customer-centric vision. The role is responsible for identifying transformation opportunities, driving cross-functional initiatives, improving customer journeys, embedding CX governance, and ensuring measurable business and customer impact through sustainable change.

Principal Accountabilities:

Strategy & Transformation Delivery

Lead the design, planning, and execution of enterprise-wide CX transformation programs.

Ensure alignment of transformation activities with organizational objectives.

Customer Journey Transformation

Lead customer journey mapping and service redesign initiatives across key touchpoints.

Identify and prioritize customer pain points through analytics, research, and voice-of-customer insights.

Drive initiatives that improve customer satisfaction, effort, loyalty, and retention.

Program & Project Leadership

Manage a portfolio of CX initiatives, ensuring delivery within scope, budget, and timelines.

Monitor realization of business benefits and customer outcomes.

Stakeholder Management

Act as a trusted advisor to business leaders on customer experience improvements.

Facilitate alignment among business units and functional teams.

Present recommendations, business cases, and transformation progress to leadership.

Performance Management & Insights

Define and monitor CX KPIs, customer satisfaction metrics, and transformation scorecards.

Utilize customer and operational insights to drive data-led decision making.

Produce executive-level reports and performance reviews.

Change Management & Capability Building

Drive customer-centric culture and adoption of CX best practices.

Lead workshops, training sessions, and awareness programs.

Coach business stakeholders on customer journey management and service excellence.

Team Leadership

Support and coach CX Transformation Officers and project resources.

Foster a high-performance environment focused on collaboration and innovation.

Requirements

Education and Experience

Bachelor's degree in Business Administration, Customer Experience, Marketing, Management, or a related field.

Master's degree or professional certifications are advantageous.

PMP, PRINCE2, Agile, Lean Six Sigma, Prosci Change Management, CCXP, or equivalent.

3 and above years of relevant experience in Customer Experience, Business Transformation, Strategy, Consulting, Process Excellence, or Program Management.

Proven experience leading cross-functional transformation initiatives.

Experience engaging with senior stakeholders and executive leadership.