(UAE Nationals Only) CX User Testing and Design Manager-Client Experience and Conduct - Retail and Treasury-Client Experience & Conduct Group

We are seeking a talented and passionate manager to join our team at Mashreq. The successful candidate will play a crucial role in driving customer-centric innovations. They will be responsible for overseeing and executing user testing strategies, ensuring our IVR, Chatbot, and Faceapp features meet the highest standards of usability and customer satisfaction. This role is integral to our mission of delivering exceptional client experiences. CX Lead – Digital Servicing & Experience Role Purpose Own and continuously enhance the customer and user experience across IVR, Chatbot and FaceApp , ensuring journeys are intuitive, seamless, accurate and aligned with the bank’s CX standards. Key Responsibilities Run & Maintain: Own day-to-day CX health of IVR, Chatbot and FaceApp journeys, ensuring content, flows and customer interactions remain accurate and effective. Sanity & Experience Testing: Conduct regular end-to-end sanity checks across journeys to proactively identify broken flows, incorrect responses, usability gaps and customer friction. Journey Enhancement: Identify and prioritize enhancements based on customer feedback, VOC, complaints, interaction insights and emerging servicing needs. Customer Experience Design: Simplify navigation, conversational flows, messaging and self-service journeys to improve ease, clarity and resolution. Digital Adoption: Drive higher self-service adoption by improving journey effectiveness and reducing unnecessary transfers or assisted-service dependency. Change Validation: Represent the customer perspective in new releases and enhancements, ensuring CX/UAT validation before customer rollout. Performance Monitoring: Track key measures such as containment, completion, abandonment, transfers, failure points, customer feedback and experience outcomes. Cross-functional Coordination: Work closely with Product, Technology, Operations, Contact Centre and Digital teams to resolve experience gaps and deliver enhancements.

Bachelor's degree in a relevant field, such as Human-Computer Interaction, User Experience Design, or a related discipline. Minimum 5 years of experience in user experience design, user testing, or a similar role. Proven track record of managing and leading successful user testing projects. Excellent knowledge of user-centered design principles and methodologies. Strong analytical skills with the ability to interpret data and make data-driven decisions. Proficiency in using user testing tools and techniques, including survey design and analysis. Experience in working with cross-functional teams and stakeholders. Excellent communication and collaboration skills, with the ability to build strong relationships. Ability to work independently and manage multiple projects simultaneously. Passion for customer experience and a commitment to delivering exceptional client outcomes.

Own day-to-day CX health of IVR, Chatbot and FaceApp journeys, ensuring content, flows and customer interactions remain accurate and effective. Conduct regular end-to-end sanity checks across journeys to proactively identify broken flows, incorrect responses, usability gaps and customer friction. Identify and prioritize enhancements based on customer feedback, VOC, complaints, interaction insights and emerging servicing needs. Simplify navigation, conversational flows, messaging and self-service journeys to improve ease, clarity and resolution. Drive higher self-service adoption by improving journey effectiveness and reducing unnecessary transfers or assisted-service dependency. Represent the customer perspective in new releases and enhancements, ensuring CX/UAT validation before customer rollout. Track key measures such as containment, completion, abandonment, transfers, failure points, customer feedback and experience outcomes. Work closely with Product, Technology, Operations, Contact Centre and Digital teams to resolve experience gaps and deliver enhancements.