Digital Product Expert.Injaz - RBG - Digital Squad - Engagement & Content.Retail Banking Group

Role Overview

Digital Product Expert with Injaz - RBG - Digital Squad - Engagement & Content at Mashreq's Retail Banking Group. This role manages the development, delivery, and optimization of digital commercial products and services across banking segments.

Company Overview

The role is embedded within Mashreq's Digital Studio, working as part of a cross-functional team with Product Owners, Platform Owners, and technical experts to deliver digital solutions across the Retail Banking Group.

Role Purpose

The Digital Product Expert holds end-to-end responsibility for developing, managing, and rolling out commercial products, services, channel formulas, and processes to achieve optimum customer experience. The role supports the Product Owner and MarTech Lead in defining product strategy, design, and delivery while building a highly functional, engaging, and effective self-service platform for business team enablement.

Key Responsibilities

Product Strategy & Delivery

• Lead end-to-end development and management of commercial products and services across one or more banking segments.
• Develop intuitive platform features to drive digital adoption and shift traffic away from traditional channels.
• Define stories and prioritize the team's backlog to streamline execution of program priorities while maintaining conceptual and technical integrity.
• Partner with the Product Owner and MarTech Lead to drive incremental share of wallet and balances through seamless user experience and superior user interface design.
• Translate business solutions into working software and cloud solutions by collaborating with IT engineers.
• Master the fundamentals of all core capabilities of customer journey and serve as a go-to expert within the team in one field of specialization.

Team Leadership & Agile Delivery

• Lead a team comprising Engineers, Platform Admins, Subject Matter Experts, Technical Leads, Designers, and Quality Assurance professionals to achieve business and customer needs through digital delivery.
• Use technical expertise and experience to lead agile events including quarterly planning, sprint planning, refinements, retrospectives, and demos.
• Ensure completion of backlog items during sprints and ensure user stories, epics, and tasks are closed on time.
• Direct implementation based on strategy in alignment with the Product Owner and MarTech Lead, track team progress, highlight risks, define mitigations, and establish risk avoidance measures.
• Empower team members by fostering a collaborative environment, encouraging input on critical choices, and maintaining accountability for quarterly planning commitments.
• Serve as mentor for novices.
• Remain open to feedback on own performance and actively seek coaching from proficient and expert colleagues.

Stakeholder Collaboration & Governance

• Collaborate with IT, Compliance, Information Security Governance, Architecture, Operations, Customer Experience Team, Legal, and all relevant stakeholders to deliver optimal platform features and functionalities.
• Coordinate cross-functional teams and external partners in delivering large-scale projects across multiple countries.
• Ensure there is no tech debt and all platform components are policy compliant.
• Demonstrate familiarity with Consumer Protection Regulations and regional data privacy requirements.

Vendor & Program Management

• Manage multiple external vendors and delivery partners throughout vendor lifecycle from Request for Proposal development and evaluation through onboarding and daily collaboration.
• Ensure delivery of projects and features within committed timeline, budget, and quality standards.
• Make strategic decisions on in-house development versus purchasing ready-made components.
• Deliver large-scale projects across multiple countries with proven track record of coordinating cross-functional teams and external partners.

Incident & Performance Management

• Deal with incidents and improvement needs efficiently.
• Constantly evaluate and prioritize the team's backlog to streamline execution of program priorities.
• Identify and prioritize high-impact items.
• Handle challenges and multi-task in a high-pressure and demanding environment.
• Work coherently with teams engaged with different priorities.

Decision-Making & Accountability

• Make informed decisions that meet both business objectives and customer needs through effective digital delivery.
• Take ownership of key decisions, ensuring alignment with organizational goals and stakeholder expectations while effectively managing resources.
• Demonstrate knowledge of Information Technology opportunities to support business goals.

Qualifications & Experience

• Minimum 7+ years' experience in MarTech, CRM, or Customer Data Platform with proven success in large-scale programs.
• Demonstrated ability in delivering enterprise projects across multiple countries or regions, ensuring alignment between local business requirements and global strategy.
• Hands-on experience with CRM and CDP domains such as customer data unification, segmentation, personalization, and activation.
• Hands-on experience with migrations and transitions between major CRM and CDP platforms, including managing risks and ensuring business continuity.
• Strong track record in managing multiple external vendors and delivery partners.
• Proven track record in delivering large-scale projects across multiple countries, coordinating cross-functional teams and external partners.

Skills & Competencies

• Expertise in marketing, product management, channel and process optimization.
• Skilled in defining platform vision, roadmap, and execution in alignment with business and compliance needs.
• Deep understanding of integrating CDP and CRM platforms into a wider enterprise architecture, ensuring smooth data flow across systems.
• Strong analytical and ROI measurement skills.
• Comfortable working across marketing, analytics, Information Technology, compliance, and business units.
• Ability to identify and prioritize high-impact items.
• Ability to handle challenges and multi-task in a high-pressure and demanding environment.
• Ability to work coherently with teams engaged with different priorities.

Additional Information

• The role requires the ability to be a platform owner within a team as needed.
• The Digital Product Expert should be familiar with the relationship between product, service, channel formulas, and processes to achieve optimum customer experience.