Vice President Digital Customer Experience

About QNB Group

Founded in 1964 as Qatar's pioneering locally owned commercial bank, QNB Group has expanded to become the largest banking institution in the Middle East and Africa region. The group operates in over 31 countries spanning three continents, with a workforce exceeding 28,000 employees serving 20 million clients through a network of 1,000 branches and 4,300 ATMs. QNB holds top-tier credit ratings including A from Standard & Poor’s, Aa3 from Moody’s, and A+ from Fitch, and is recognized as the most valuable banking brand in the MEA region by Brand Finance Magazine. The group actively supports community programs and sponsors diverse social, educational, and sports initiatives.

Job Purpose

The Vice President will lead the Digital Customer Experience function within the Digital Center of Excellence, guiding strategies and execution to improve the user journey across all digital platforms. This role oversees key areas such as UX design and research, service design, and design systems, ensuring a unified and customer-focused approach in digital product development. By embedding industry best practices, the incumbent will enhance customer satisfaction and engagement metrics, promoting innovation and continuous improvement within the customer experience domain.

Key Responsibilities

• Implement strategies supporting retail digital business goals including digital adoption, revenue growth, and cost efficiency.
• Collaborate with internal and external partners to create end-to-end customer value chains and enhance digital utilization through data-driven insights.
• Drive customer experience initiatives that improve digital brand identity and foster multichannel engagement.
• Analyze feedback from various channels such as social media, customer care, and app store reviews to inform improvements.
• Ensure compliance with policies, support audits, and manage risk and regulatory requirements including AML, data protection, and fraud control.
• Lead continuous improvement projects and motivate teams towards innovative practices exceeding industry norms.
• Develop and mentor team members, conduct performance reviews, and resolve conflicts.
• Maintain up-to-date knowledge on financial services, digital and mobile technologies, and market innovations.
• Safeguard data confidentiality and uphold the bank's professional standards and reputation.

Education and Experience Requirements

• Bachelor's degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, Information Technology, or related field.
• At least 12 years of relevant experience with a minimum of 8 years in managerial roles, preferably in internationally acclaimed banks.
• Strong expertise in product marketing, product management, market competition, retail banking regulations, and financial self-service solutions.
• Recognized track record of international achievements and industry leadership.

Additional Information

• Candidates will need to submit a resume/CV, Qatar ID (front and back for residents), passport, educational certificates, and experience certificates during the application process.