Head of Client Experience, Retail and Treasury Client Experience & Conduct Group (UAE National)

Mashreqbank PSC

Full-time dubai, dubai Other-General

Posted:

June 19, 2026

Location:

dubai, dubai, United-Arab-Emirates

Job Description

                    Key Result Areas  Group Client Experience Strategy & Governance : Define and execute a group‑wide CX strategy for Retail & Wealth across all markets and channels; establish CX governance, service standards, KPIs and controls for consistent and compliant delivery; balance centralized CX direction with local market requirements and regulations. 
Omnichannel Service Excellence (Human & Digital) : Own end‑to‑end customer experience across Contact Centres, chat, digital servicing and AI‑led channels; ensure seamless journey continuity between chatbot, live chat, voice and relationship service models; drive improvements in CX metrics (TNPS, CSAT, FCR, complaints reduction) across all channels. 
AI Enablement & Intelligent Automation : Lead the embedding of AI and Gen‑AI across service channels, including chatbots, virtual assistants, intelligent routing and predictive analytics; drive call and interaction deflection, reduced customer eff...
                

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Job Overview

Job Type: Full-time

Location: dubai, United-Arab-Emirates

Posted: June 19, 2026

Deadline: July 29, 2026