Omni-Channel Customer Experience Specialist

5 days ago


Karachi, Sindh, Pakistan UBL - United Bank Limited Full time
Product Development Lead

As a Product Development Lead, you will be responsible for leading the development and implementation of digital onboarding solutions that meet the needs of our Self-serve customer base.

Key responsibilities include designing and implementing new customer journeys, developing and managing technical capabilities, sales channels, and operational processes, leading the Digital Onboarding team to meet stakeholder expectations, collaborating with the Digital Penetration team to achieve commercial targets, monitoring and analyzing product performance to continuously improve journeys and address pain points, developing and managing the product strategy and roadmap for Digital onboarding, ensuring seamless touchpoints are updated and functioning flawlessly, establishing Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), maintaining strong relationships with customer-facing teams, fostering alignment with marketing, compliance, legal, IT, and other teams to meet regulations, staying informed about industry trends and competitive products, conducting market research for app improvements, segmenting customers based on data for targeted strategies, developing personalized communication and promotion strategies to engage customers, promoting digital bank products and services to existing customers, ensuring efficient handling of customer inquiries and complaints, developing and implementing customer retention strategies, including loyalty programs, identifying at-risk customers and implementing strategies to reduce churn, analyzing customer data and market trends for continuous improvement, and ensuring all strategies comply with banking regulations and ethical standards.

Requirements

Qualifications include a Bachelor's degree in business, IT, Finance, Marketing, or a related field, with a minimum of 5 years of experience in customer relationship management, preferably in the banking or financial services industry.

Desirable skills include strong analytical and data-driven decision-making skills, excellent communication and interpersonal skills, knowledge of banking regulations and compliance requirements, leadership and team management experience, and the ability to adapt to a rapidly changing banking and financial services landscape.



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