Digital Banking Lead (UAE Nationals Only)

Emirates Islamic is looking for a Digital Banking Lead to improve customer experiences across mobile and other digital channels. The position combines digital-channel performance management, customer journey analysis, issue resolution and cross-functional delivery. The role will use customer feedback, journey analytics and market trends to identify improvements, while working with technology, product, operations and customer-service teams to implement changes. It also supports digital education and adoption initiatives.

Key Responsibilities

• Drive initiatives that improve mobile-app ratings, customer satisfaction and adoption of digital channels.
• Analyze customer feedback, journey analytics and market trends to identify opportunities for better digital experiences.
• Monitor digital-channel performance and coordinate responses to incidents, disruptions and service issues.
• Work with IT, Product, Operations and Customer Service teams to deliver digital enhancements.
• Recommend platform and process improvements that simplify journeys and reduce manual intervention.
• Lead complaint-resolution activities, including root-cause analysis and follow-through on permanent fixes.
• Create digital awareness materials such as customer education videos and newsletters.
• Support customers and frontline colleagues in using digital banking services effectively.
• Monitor service quality and SLA performance and provide feedback aimed at improving First Contact Resolution.

Requirements

• Bachelor's degree.
• At least two years of experience in digital channels.
• Strong customer-experience, analytical and stakeholder-management capabilities.
• Ability to work across technology, product, operations and service functions.

Skills & Competencies

• Digital Banking
• Mobile Apps
• Customer Journey
• Analytics
• Incident Management
• Complaint Resolution
• Process Improvement
• Digital Adoption
• SLA
• FCR

What We Offer

• Competitive compensation and benefits package, as stated by the employer.
• Learning, development and career-growth opportunities.
• Exposure to Emirates Islamic banking operations and relevant business functions.
• A collaborative workplace with opportunities to work with cross-functional teams.

Employment Details

• Company: Emirates Islamic
• Location: Dubai, United Arab Emirates
• Employment Type: Full Time
• Industry: Banking
• Eligibility: See the UAE National/UAEN requirement stated in the job title or source listing.

How to Apply

Applicants should use the original LinkedIn job listing provided for this vacancy and review the employer's current application requirements before submitting an application.