Digital Pro – Customer Digital Banking Specialist

About the role

The Digital Pro will act as the primary point of contact for customers navigating RAKBANK’s digital banking platforms. You will guide users through mobile and online banking features, resolve digital‑related queries, and promote a seamless, self‑service experience.

Key responsibilities

• Partner with customers throughout their digital banking journey, providing personalized guidance and support.
• Serve as the digital face of the bank, delivering exceptional service to both customers and colleagues.
• Collaborate with cross‑functional teams to design and improve intuitive, customer‑centric digital experiences.
• Capture, document, and escalate customer feedback to product owners and stakeholders.
• Work with technology and support teams to identify, track, and resolve platform issues promptly.
• Identify challenges and opportunities with customer‑facing colleagues to boost adoption and operational efficiency.
• Plan and deliver digital banking awareness sessions, workshops, and training for customers and employees.
• Conduct knowledge‑sharing sessions and weekly huddles to foster a digital‑first culture.
• Organise troubleshooting sessions to equip colleagues with the tools needed to support customers.
• Act as subject‑matter expert for digital banking services, providing timely resolutions.
• Stay informed on industry trends and emerging technologies, recommending improvements to enhance the customer experience.

Required profile

• Strong customer‑centric mindset with excellent communication skills.
• Ability to simplify complex digital concepts for a non‑technical audience.
• Proactive attitude and willingness to champion digital transformation initiatives.
• Collaborative approach to work effectively with cross‑functional teams.
• Comfortable delivering training sessions and facilitating workshops.

Required skills