Vice President Customer Experience Retail Banking QNB - Qatar//Doha

Role Overview

Vice President Customer Experience, Retail Banking at QNB—Qatar, based in Doha.

Company Overview

Established in 1964 as the country's first Qatari-owned commercial bank, QNB Group has grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group's presence through subsidiaries and associate companies extends to more than 31 countries across three continents. The organization serves up to 20 million customers through 1,000 locations with an ATM network of 4,300 machines and employs more than 28,000 people. QNB has maintained ratings from Standard & Poor's (A), Moody's (Aa3), and Fitch (A+). According to Brand Finance Magazine, QNB currently ranks as the most valuable bank brand in the Middle East and Africa. QNB Group maintains an active community support program and sponsors various social, educational, and sporting events.

Role Purpose

The incumbent will spearhead Customer Experience strategy within the Digital Center of Excellence, defining and executing initiatives that enhance the user journey across all digital platforms. This leadership position oversees UX Design, UX Research, Service Design, and Design System functions, ensuring a cohesive and customer-centric design philosophy across the organization. By embedding best standards and practices into the product development lifecycle, the incumbent will play a key role in meeting and exceeding customer experience expectations and will monitor customer satisfaction and product quality to provide actionable recommendations for improving user satisfaction and engagement.

Key Responsibilities

Strategy & Digital Transformation

• Lead the Customer Experience strategy within the Digital Center of Excellence.
• Drive digital transformation and customer-centric engagement strategies.
• Formulate customer-focused multichannel strategies.
• Transform customer engagement from conventional channels to digital channels.
• Establish leadership in digital brand identity.
• Recommend and implement innovative Customer Experience strategies leveraging technology to transform the bank into a future-ready digital organization.
• Develop professional relationships with current and prospective partners.
• Adapt successful Customer Experience methodologies from other industries.

Customer Experience Management

• Develop and enhance Customer Experience approaches across customer-related processes and channels.
• Establish and maintain Customer Experience measurement frameworks.
• Analyze customer feedback from social media, customer care, app store reviews, and other customer feedback channels.
• Create continuous customer feedback channels and use insights to drive process transformation.
• Support customer acquisition, penetration, and retention strategies.
• Implement initiatives that improve revenue, profitability, and customer satisfaction.
• Maintain service levels in accordance with agreed SLAs.
• Assist customers regarding bank products and services.

Financial & Operational Performance

• Assist in implementing strategies and plans to achieve migration, transaction volume, revenue, profit, and cost-saving targets for Group Retail Digital Business.
• Support achievement of target budgets and collaborate with local and international partners to establish end-to-end customer value chain partnerships.
• Support initiatives that increase digital migration and utilization through market intelligence and internal data analysis.
• Support development of sustainable and future-proof product lifecycle strategies.
• Achieve and exceed KPIs established for the unit.
• Implement KPIs and best practices.
• Promote efficiency, productivity, cost consciousness, and waste reduction.
• Operate within delegated authority limits and effectively manage delegated responsibilities.
• Demonstrate strong understanding of drivers behind financial and non-financial performance.

Stakeholder Management & Governance

• Build and maintain effective relationships with stakeholders across the Group.
• Conduct meetings and deliver presentations as required.
• Submit periodic management and business performance reports.
• Report Digital Business performance to executive management.
• Provide data and information to auditors, compliance, financial control, and risk functions when required.

Team Leadership & Development

• Provide expertise, coaching, and guidance to team members.
• Conduct regular staff performance assessments.
• Resolve grievances and conflicts promptly and effectively.
• Lead improvement initiatives using cross-functional teams.
• Encourage adoption of practices that exceed industry standards.
• Foster innovative thinking within the team.
• Encourage and reward innovative ideas and solutions.

Compliance & Risk Management

• Ensure compliance with policies, procedures, regulations, and best practices.
• Comply with all legal, regulatory, and internal compliance requirements.
• Adhere to AML & CTF Policies, Sanctions Policies, Data Protection Policies, Fraud Control Policies, Whistle Blowing Policies, Conflict of Interest Policies, and Insider Dealing Policies.
• Perform responsibilities under the Three Lines of Defence framework.
• Manage and report risks effectively.
• Support Conduct Risk requirements.
• Support RCSA, KRIs, Incident Reporting, and Remediation Activities.
• Maintain qualification and competence requirements.
• Complete all mandatory training.
• Attend mandatory internal and external seminars.
• Maintain high standards of data protection and confidentiality.
• Protect commercially sensitive information.
• Maintain confidentiality of customer and bank information.
• Share information only on a need-to-know basis with authorized stakeholders.

Knowledge & Continuous Development

• Maintain strong design expertise and good IT knowledge.
• Maintain knowledge of Financial Services, Digital Technologies, Mobile Technologies, and Industry Innovation.
• Demonstrate strong market research capabilities.
• Pursue continuous professional development.
• Stay current on industry trends and developments.

General

• Uphold QNB's professional standards and reputation.
• Perform any additional duties assigned by management.

Qualifications & Experience

• Bachelor's Degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, Information Technology, or related discipline.
• Minimum 12 years relevant experience.
• Preferably experience within a highly rated international bank.
• Minimum 8 years managerial experience.
• Strong knowledge of Product Marketing, Product Management, Market Competition, Industry Best Practices, Retail Banking Regulations, and Financial Self-Service Solutions.
• Proven international accomplishments and industry recognition.

Skills & Competencies

• Strong design expertise.
• Good IT knowledge.
• Strong market research capabilities.
• Analytical and creative skills.
• UX Design.
• UX Research.
• Service Design.
• Design System oversight.

Additional Information

• Position closing date: 24-Sep-2027.