Customer Experience Specialist

About the role

Al Etihad Payments is looking for a Customer Experience Specialist to support Open Finance CX governance. You will review customer journeys submitted by licensed financial institutions and third‑party providers, ensuring they meet the organisation’s CX standards and deliver seamless, user‑friendly experiences.

Key responsibilities

• Perform detailed CX reviews of submitted journeys, screens, and flows.
• Validate compliance with CX standards and usability expectations.
• Analyze consent, authentication, data‑sharing, payments, banking and insurance journeys.
• Document findings clearly and consistently across multiple institutions.
• Support certification tracking and issue resolution.

Required profile

• Bachelor’s degree in Human‑Computer Interaction, Service Design, Information Systems or a related field.
• 1‑3 years of experience in digital/mobile banking, onboarding journeys, cards/payments, or customer‑service transformation.

Required skills

What we offer

• Modern, flexible work environment.
• Dynamic team focused on UAE national objectives.
• Competitive compensation with annual bonus.
• Benefits such as child education allowance, annual flight tickets (where eligible), and comprehensive health insurance.