SVP, Service, Channel Quality & Experience

We are currently partnering with a leading bank in the UAE to identify a Senior Vice President – Service, Channel Quality & Experience.

This is a senior leadership appointment for an executive with a proven track record in customer experience transformation, service quality, and operational excellence across branch and contact centre environments.

ABOUT THE ROLE

The incumbent will be responsible for designing and governing the end-to-end customer journey across the bank's branch network and contact centres. The role carries full accountability for service quality, digital transformation, workforce optimisation, and cost efficiency.

KEY RESPONSIBILITIES

• Own end-to-end customer journey mapping across branch and contact centre channels, including site visits, process mapping, and strategic alignment
• Establish and govern service quality frameworks, performance management systems, and staff development programmes that drive m...