Customer Experience Communications Lead

About the role

The Customer Experience (CX) Communications & Change/Engagement Management team drives SCB's CX communication strategy, ensuring alignment with global CX priorities. This role partners with corporate and internal communications to deliver high‑impact, global messages that engage employees and customers.

Key responsibilities

• Formulate and drive CX strategy to build client centricity across segments, products, and channels.
• Lead best‑practice activities such as CX fairs, hackathons, and internal recognition programmes for frontline staff.
• Represent SCB at external industry events focused on client experience.
• Participate in bank‑driven training programs (e.g., D1R) and communicate the “how to deliver great client experience” strategy to new and existing staff.
• Coordinate awards programs, townhalls, and client‑focused events (e.g., gifts, experience week).
• Run internal staff engagement surveys and platforms to gather feedback on CX initiatives.
• Own the Communication Pillar of the CX strategy, embedding a client communication framework covering modes, frequency, selection criteria, and templates.
• Maintain an ongoing engagement strategy aligned with SCB UAE CX goals for internal audiences.
• Develop comprehensive employee and customer communications plans supporting the CX strategy.
• Create messages, scripts, and presentations for SCB CX/Consumer Banking leadership, distilling complex information into engaging content.
• Ensure CX communications are consistent, integrated with external and marketing initiatives, and have global reach.
• Collaborate with multiple functions to align messaging and deliver timely, clear collateral.

Required profile

Required skills