Job Description

Overview Of The Role:

• The Senior Manager, Digital & Innovation is responsible for leading the comprehensive digital strategy, enhancing digital platforms such as mobile applications and web services, and driving the bank's digital transformation and innovation agenda. This involves ensuring best-in-class experiences across digital channels, acting as a strategic liaison with agencies, and collaborating closely with various internal teams to align digital experiences with brand identity. A focus is placed on customer-centric design, compliance with regulatory standards, and fostering a culture of data-driven decision-making to enhance commercial impact and customer satisfaction.

What You Will Do:
Digital Strategy & Innovation

• Lead the digital strategy and innovation roadmap, ensuring alignment with business objectives and brand priorities.
• Identify and implement innovation initiatives, focusing on AI, personalization, automation, and new digital engagement tools.
• Foster a test-and-learn, data-driven culture, continuously improving performance through analytics, feedback, and experimentation.

Platform Management

• Oversee the execution and optimization of key digital assets, including mobile apps, web platforms, and API-based services.
• Ensure digital experiences are seamless, intuitive, and performance-driven with a mobile-first approach.
• Define and monitor KPIs related to digital acquisition, engagement, conversion, and satisfaction, ensuring accountability and transparency.

Agency & Partner Management

• Manage the agency ecosystem, including digital, UX/UI, media, and technology partners, ensuring quality, speed, and innovation in delivery.
• Act as the primary liaison with digital and creative agencies, owning execution quality, consistency, and customer experience alignment across all platforms.

Customer Journey & Branding

• Partner with Customer Experience & Service Design to integrate customer insights and usability testing into all digital solutions.
• Collaborate with Marketing & Brand to ensure visual identity, tone, and engagement are consistent across digital touchpoints.
• Work closely with teams to ensure customer journeys are human-centered and frictionless.

Compliance & Standards

• Ensure all digital activities comply with security, data protection, and regulatory standards across GCC markets.

Skills Required