Job Opportunity with Bluefin Talent in Qatar: Head of Digital Customer Experience

Bluefin Talent is looking to hire Head of Digital Customer Experience for one of its client. This client is the largest bank in Qatar which has been operating since the early 80's and still leading with total assets of more than QAR 135 billion. The Head of Digital Customer Experience create a superior and seamless customer experience across all touch-points that a client might have with a bank and develop/enhance products and services by suggesting innovative VAS. 

Responsibilities:

1. Work closely with segment heads and product owners to define customer experience vision: digital customer value proposition for all segment and channels.
2. Lead research and observations of user digital experience and behavior across all touch-points with QIB.
3. Map pain points and support the redesign of digital customer journeys.
4. Oversee the design of high-level prototypes to share internally with stakeholders and with customer forums/focus groups.
5. Run focus groups/pilots to test ideas proposed by customers/employees to improve the digital customer experience.
6. Work with segment heads to ensure continuous maximization of customer value.

Qualifications:

1. Master’s degree or bachelor’s degree or in a relevant field.
2. Strong understanding/experience in digital customer experience and designing customer journeys.
3. Experience in customer and/or market research.
4. Experience in a customer-focused field, with demonstrated business impact.
5. Experience in Project management.
6. Knowledge of UX design and UX research methodologies.
7. Ability to build effective networks across BUs.
8. Ability to lead and manage customer journey manager and innovation teams.
9. Deep understanding and use of technology.

About Bluefin Talent:

Bluefin Talent is a specialist search and selection agency, working with 'blue chip' financial services organisations across London and the Middle East; focusing exclusively on Financial Services and Risk. Being niche allows us to offer a premium search service, tailored to overcome the technically challenging nature of recruitment for the specialist functions we work with.