رئيس القنوات والابتكار

Company overview:
Pentabell is seeking a skilled Channel & Innovation Lead, for one of its clients. This role involves orchestrating a consistent customer experience across digital and assisted channels while establishing an innovation pipeline and test-and-learn culture for the new digital bank.

Position:
Channel & Innovation Lead

Summary:
Orchestrate a consistent customer experience across digital and assisted channels while establishing an innovation pipeline and test-and-learn culture for the new digital bank.

Responsibilities:
Define orchestration principles across mobile app, web, notifications, chatbot, call center, branches, ATMs, kiosks, and other relevant channels.
Ensure customer journeys are coherent, simple, and aligned with the digital bank value proposition across self-service and assisted touchpoints.
Identify journey breaks and coordinate cross-channel improvements with Product, Business, Marketing, Technology, Operations, and Support teams.
Contribute to the design and optimization of priority journeys such as onboarding, login, accounts, cards, payments, savings, support, complaints, activation, and usage.
Build and manage an innovation pipeline covering new features, personalization, gamification, self-service, marketplace concepts, financial wellness, and other value-added services.

Desired Candidate Profile

Requirements:
Bachelor or Master's degree in a relevant field
8-12 years of experience in digital channels, customer journeys, innovation, product management, or transformation
Proven experience orchestrating omnichannel customer experiences across web, mobile, ATM/kiosk, call center, and assisted channels.
Strong innovation, experimentation, customer-experience, and cross-functional leadership capability.
Experience establishing or leading a center of excellence is advantageous.