Digital & CX Business Relationship Manager

Role Overview

Digital & CX Business Relationship Manager at TAWANTECH. This role owns business-IT alignment for Digital banking and Customer Experience initiatives, building business cases that connect digital and CX ambitions to delivery feasibility and tracking initiatives through to delivery.

Role Purpose

Own the end-to-end lifecycle of Digital and Customer Experience initiatives by aligning business ambitions with IT delivery capability, translating requirements bidirectionally between stakeholders, and ensuring initiatives remain strategically aligned and on track from intake through completion.

Key Responsibilities

Strategy & Alignment

• Partner with Digital and CX business unit heads to identify, shape, and prioritize initiatives
• Keep Digital and CX initiatives aligned with the bank's strategy program

Business Case & Planning

• Build end-to-end business cases that include rationale, expected benefits, cost estimates, and delivery feasibility
• Own the initiative lifecycle from intake through business case approval
• Track progress against plan

Requirements Translation & Delivery Coordination

• Translate Digital and CX business requirements into scope that IT Delivery can plan and estimate
• Translate delivery constraints back into business trade-offs
• Coordinate with vendors and internal IT teams on digital platform and UX solution options

Stakeholder Management & Communication

• Prepare initiative documentation and status updates for Management
• Identify and escalate risks, issues, and dependencies proactively

Qualifications & Experience

• Bachelor's degree in Business Administration, Information Systems, Design, or related field; MBA a plus
• 5–8 years of experience in project management, business analysis, or business relationship management in digital banking or CX
• Strong understanding of digital banking channels and customer experience design principles
• Proven experience building business cases that bridge business value and IT delivery
• PMP or equivalent certification preferred
• Familiarity with SAMA regulatory requirements relevant to digital channels and CX

Skills & Competencies

• Strong stakeholder management across business, UX/product, and technical teams
• Strong written and verbal communication in English and Arabic