Customer Experience Communications Specialist

Overview

The Customer Experience (CX) Communications & Change/Engagement Management team is tasked with developing and executing Standard Chartered Bank's CX communication strategy, ensuring alignment with global CX priorities. This role involves coordinating impactful global communications to engage and inform both employees and clients.

Primary Responsibilities

• Lead the development and promotion of client-centric culture across customer segments, products, and delivery channels.
• Manage initiatives to increase staff awareness and adoption of CX best practices including fairs and hackathons.
• Organize internal recognition programs to reward frontline staff for exceptional client service.
• Represent the bank at external industry events focusing on Client Experience.
• Participate in bank-wide training programs such as D1R for onboarding new Consumer Banking staff, promoting effective client experience delivery.
• Design training modules for existing frontline employees targeting resolution of client pain points.
• Coordinate and execute award ceremonies, townhalls, and customer engagement events like gift distribution and CX week.
• Administer internal staff engagement surveys/platforms to gather feedback and share CX initiatives information widely.

• Develop and implement a client communication framework that includes communication modes (physical/digital), frequency, client selection for feedback, prioritization, messaging style, and templates.
• Create and maintain an ongoing engagement strategy aligned with UAE CX strategic goals for internal audiences.
• Formulate detailed employee and customer communication plans supporting the organization's CX strategy.
• Develop processes and platforms for preparing messages, scripts, and presentations for CX/Consumer Banking leadership.
• Translate complex concepts into accessible, engaging content tailored for diverse global audiences.
• Ensure clarity, promptness, and appropriateness of messages and collateral dissemination.
• Maintain consistency and integration of CX messaging with broader external and marketing communication efforts for global reach.
• Collaborate with cross-functional stakeholders to align communications on CX initiatives and programs.
• Exemplify the Group's Values and Code of Conduct, promoting a culture of integrity and compliance with laws and regulations.
• Proactively identify, escalate, and address risks, conduct, and compliance issues collaboratively.

Essential Skills and Experience

• Proficiency in Microsoft Office applications including Excel, PowerPoint, and Word.
• Strong business writing skills.
• Excellent communication abilities.

Qualifications

• Graduation degree required.

Additional Information

This opportunity is open exclusively to UAE Nationals.

About Standard Chartered: An international bank with a 170-year legacy committed to positive impact. We value diversity, inclusion, and innovation, striving to improve with integrity and placing clients at the center of all we do.

Our Values

• Making principled choices and driving client-centric actions.
• Continuous improvement and embracing simplicity and innovation.
• Working collaboratively with respect and inclusivity to foster long-term success.

Employee Benefits

• Competitive salary and comprehensive benefits supporting mental, physical, financial, and social wellbeing.
• Core pension schemes, medical and life insurance with additional flexible options depending on location.
• Generous leave policies including annual, parental (up to 20 weeks), sabbatical (up to 12 months), and volunteering leave.
• Flexible working arrangements tailored to home and office environments.
• Access to wellbeing resources such as digital platforms, resilience training, and employee assistance programs.
• Opportunities for continuous professional development and reskilling through diverse learning platforms.
• Inclusive, values-driven culture celebrating unique diversity and supporting individual potential.