Head of Client Experience, Retail and Treasury Client Experience & Conduct Group (UAE National)

Mashreq · abu dhabi, abu dhabi, United-Arab-Emirates

Location

abu dhabi

Job Type

Full-time

Posted

June 20, 2026

Job Description

            Key Result Areas  1. 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 chatbots, virtual assistants, intelligent routing, and p...
        

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