(UAE Nationals Only) CX User Testing and Design Manager-Client Experience and Conduct - Retail and Treasury-Client Experience & Conduct Group

Role Overview

CX User Testing and Design Manager – Client Experience & Conduct with Mashreq, Retail and Treasury division, based in the UAE. This role is open to UAE Nationals only.

Company Overview

Mashreq is a retail and treasury banking organization committed to delivering exceptional client experiences through digital innovation and customer-centric service design.

Role Purpose

Own and continuously enhance the customer and user experience across IVR, Chatbot, and FaceApp, ensuring journeys are intuitive, seamless, accurate, and aligned with the bank's CX standards. Lead user testing initiatives to drive customer-centric innovations and deliver exceptional client outcomes.

Key Responsibilities

CX Health & Operations

• Own day-to-day CX health of IVR, Chatbot, and FaceApp journeys, ensuring content, flows, and customer interactions remain accurate and effective.
• Conduct regular end-to-end sanity checks across journeys to proactively identify broken flows, incorrect responses, usability gaps, and customer friction.
• Track key measures such as containment, completion, abandonment, transfers, failure points, customer feedback, and experience outcomes.

Testing & Analysis

• Design and implement comprehensive user testing strategies to gather feedback and insights.
• Analyze and interpret user testing data to identify areas for improvement and optimize the customer journey.
• Proficiency in using user testing tools and techniques, including survey design and analysis.
• Create and maintain documentation for all testing procedures and results for future reference.

Journey Enhancement & Design

• Identify and prioritize enhancements based on customer feedback, VOC, complaints, interaction insights, and emerging servicing needs.
• Simplify navigation, conversational flows, messaging, and self-service journeys to improve ease, clarity, and resolution.
• Drive higher self-service adoption by improving journey effectiveness and reducing unnecessary transfers or assisted-service dependency.

Change & Validation

• Represent the customer perspective in new releases and enhancements, ensuring CX/UAT validation before customer rollout.
• Ensure all testing and design processes align with industry best practices and regulatory requirements.

Team Leadership & Development

• Manage and lead a team responsible for IVR, Chatbot, and FaceApp user testing and enhancements.
• Mentor and develop team members, fostering a culture of continuous learning and improvement.
• Conduct regular performance reviews and provide constructive feedback to team members.

Cross-functional Collaboration

• Work closely with Product, Technology, Operations, Contact Centre, and Digital teams to resolve experience gaps and deliver enhancements.
• Collaborate with cross-functional teams, including product development, design, and engineering, to implement enhancements based on user feedback.
• Build strong relationships and communicate effectively with stakeholders across the organization.

Continuous Improvement

• Stay updated on emerging trends and technologies in user experience and customer engagement.

Qualifications & Experience

• Bachelor's degree in a relevant field, such as Human-Computer Interaction, User Experience Design, or a related discipline.
• Minimum 5 years of experience in user experience design, user testing, or a similar role.
• Proven track record of managing and leading successful user testing projects.

Skills & Competencies

• Excellent knowledge of user-centered design principles and methodologies.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in using user testing tools and techniques, including survey design and analysis.
• Excellent communication and collaboration skills.
• Ability to work independently and manage multiple projects simultaneously.
• Passion for customer experience and commitment to delivering exceptional client outcomes.