Sr. Manager - CX, Digital Channels & Applications (Mashreq Bank Pakistan Limited)

Full-time IT & Technology

Job Purpose:

The Senior Manager – Customer Experience (Digital Channels & Applications) is responsible for shaping and enhancing the end-to-end digital customer experience for SME and individual customers across mobile applications, digital channels, and AI-enabled service interfaces.

This role will drive optimization of digital journeys on the app and other digital touchpoints, use data and analytics to identify opportunities and pain points, and design AI-chatbot experiences that effectively manage customer queries, complaints, and service requests. The incumbent will work closely with product, technology, operations, and service teams to deliver best-in-class digital banking experiences aligned with customer expectations, business objectives, and regulatory requirements.

Key Result Areas:

• Lead and continuously enhance end-to-end SME and individual customer journeys across digital channels and applications, ensuring intuitive, seamless, and ...