CX User Testing and Design Manager

About the role

Mashreq is looking for a talented CX User Testing and Design Manager to lead the design, testing and continuous improvement of IVR, Chatbot and FaceApp journeys. The role is central to delivering seamless, customer‑centric digital experiences across retail and treasury services.

Key responsibilities

• Own day‑to‑day CX health of IVR, Chatbot and FaceApp journeys, ensuring content, flows and interactions remain accurate and effective.
• Conduct regular end‑to‑end sanity and experience testing to identify broken flows, usability gaps and customer friction.
• Prioritise and implement journey enhancements based on VOC, complaints, interaction insights and emerging service needs.
• Drive digital adoption by improving self‑service journey effectiveness and reducing unnecessary transfers.
• Represent the customer perspective in new releases, performing CX/UAT validation before rollout.
• Monitor performance metrics such as containment, completion, abandonment, transfers and customer feedback.
• Collaborate with product, technology, operations, contact centre and digital teams to resolve experience gaps.
• Lead and mentor a team responsible for user testing, design and continuous improvement of digital channels.

Required profile

• Bachelor’s degree in Human‑Computer Interaction, User Experience Design or a related discipline.
• Minimum 5 years of experience in user experience design, user testing or a similar role.
• Proven track record of managing successful user testing projects and leading cross‑functional teams.
• Strong analytical skills with the ability to interpret data and make data‑driven decisions.
• Excellent communication and collaboration abilities.
• Passion for customer experience and commitment to delivering exceptional outcomes.

Required skills

• Knowledge of user‑centered design principles and methodologies.
• Experience with user testing tools and techniques, including survey design and analysis.
• Ability to work independently and manage multiple projects simultaneously.