COMPANY INTRODUCTION

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.


JOB PURPOSE

Driven by our vision to be the market leader in Customer Experience (CX) across the regional banking sector, Emirates NBD is embarking on an exciting programme to transform every touchpoint across the bank, delighting our customers through innovative products and services and ensuring we stand apart from the competition in the eyes of every customer. 

As the Head of People and Culture, your key responsibility is to formulate and shape the people, communication and training strategies which will support and embed the culture, capabilities and engagement required to deliver superior service and industry-leading Customer Experience. 

You will develop and lead a comprehensive framework that will drive a transformational change in the fabric of the organization around CX, providing insightful data to the senior leadership team on the programme’s status and progress against objectives. 

This role represents a rare opportunity to contribute to significant and fundamental culture change across one of the region’s largest retail banks, developing our frontline staff to deliver high quality CX to all our customers at every touchpoint. 


RESPONSIBILITIES

Your role, reporting to the Head of Customer Experience, will involve several activities across the transformation programme: 

• Develop new talent acquisition strategies increasing the focus on servicing skills alongside technical skills.
• Develop and embed a new framework for expected behaviours, differentiated by key role types.
• Review and develop new training strategies and plans for key roles (induction and ongoing development)
• Develop effective recognition and reward mechanisms for the best people in CX.
• Establish new feedback mechanisms to achieve ‘Voice of the Customer through the Employee’ insights.
• Embed Customer Experience Design & Design thinking in everything the bank does (digital delivery or manual processing)
• Establish effective metrics and governance structure for ensuring that outcomes are achieved.
• Leverage the ENBD values, culture, and knowledge to define the change programme required to shift people mindsets towards Customer experience.
• Motivate Product and Policy units to think externally and Think Customer during Product and Policy design.
• Define and design an innovative and gamified communication model that can be used enterprise-wide to drive the shift.
• Drive superior Customer Experience through superior Employee Experience.
• Leverage leaders as examples.

REQUIREMENTS
To be successful in this critical role, you will need to call upon the following skills and experience:

• Experience of having worked in similar culture-led change management programs, is critical.
• Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at different levels within the organization.
• You should understand how to design Rewards and Recognition programs for top, middle and front office staff that will drive customer centric behaviour.
• Strong ability to credibly interact with senior management.
• Minimum of a bachelor’s degree in marketing, business, related field, or equivalent experience.
• Strong knowledge of the customer service concept and its impact on customer relationships.
• Proven track record of communicating effectively, individually and at scale, within organizations and with customer groups.
• Strong managerial, analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills.
• A minimum of 10 years proven leadership experience.
   

WHAT WE OFFER YOU...

• Competitive salary package
• Strong emphasis on work/life balance
• Generous annual leave entitlement and Private Healthcare
• World-class Learning & Development platform and career development
• Preferential banking facilities for employees

If you have the skills, experience and drive to take on this role, we look forward to receiving your application.