Digital Banking Lead ( UAEN only )

Job Purpose The Digital Banking Lead will play a key role in enhancing the performance and customer experience of Emirates Islamic's digital channels. The role focuses on digital customer journeys, complaint management, service excellence, process optimization, digital adoption, and stakeholder engagement to ensure seamless and efficient banking experiences for customers. Key Responsibilities Drive continuous improvement of digital banking customer journeys and channel performance. Monitor and manage digital customer complaints, root cause analysis (RCA), and SLA adherence. Collaborate with Product, Technology, Operations, Customer Service, and Digital teams to enhance digital experiences. Analyze customer feedback, digital analytics, and market insights to identify improvement opportunities. Support initiatives aimed at improving Digital CSAT, app ratings, and customer engagement. Develop digital training materials, tutorial videos, newsletters, and customer communication content. Su