Head, customer journeys & insights
emirates islamic
Total years of experience :17 years, 4 months
Heading the Mobile & Online banking platforms
Strategy & roadmap setting
Overlook testing activities
Overlook digital customer experience
Vendor & third party management
Manage the product proposition on the digital channels
• Manage the relationship between the Retail Banking Division and IT for Direct Banking Channels strategic delivery
• Streamline the delivery of bug fixes by steering the communications between IT, Retail, Risk, Operations and PMO
• Work closely with the business & marketing departments to identify enhancements
• Ensure the scope of the new projects and changes is clearly identified, well documented, and timely delivered
• Oversee the development of requirements, testing, error-reporting & verification of reported issues, and roll out activities
• Liaise between IT & Business to report Risks and Issues impacting the Retail applications and track the delivery of anticipated changes / solutions addressing them
• Ensure Bank’s business processes are adequately broken down to documented requirements and fulfilled by the required various systems
• Thoroughly comprehend Retail systems specifications and ensure proper delivery of business requirements
• Ensure that testing teams have a clear understanding of systems behavior and business requirements during testing
• Center point of contact between the different business unites and IT for Change Requests assessment and processing
• Constantly monitor vendors delivery to identify gaps
• Increase eBanking customer base and usage of the different electronic channels
• Work closely with the Marketing team to pitch for campaigns, oversee the rollout, and conduct post-launch analysis
• Identify, design and implement cross-sell opportunities through the eChannels, and perform post-launch monitoring
• Architect solutions, services and features to attract, retain and satisfy current and potential customers
• Strategy setting, development and rollout of eBanking Services and enhancement of websites features & tools
• Provide training for new and current Bank employees
• Custodian of the development of Arab Bank’s Corporate, MENA & Gulf Websites and their Content Management
• Generating analysis reports of websites’ traffic and usage
• Single point of contact in coordinate with the IT Department, Products teams, Marketing, and Corporate Communications Office for website related activities
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