CX - Customer & Colleague Experience Lead – Wholesale Banking

Customer & Colleague Experience Lead – Wholesale BankingContract: 6 months initially, with a view to extend

Location: Dubai – onsiteSeniority: Senior Manager levelWe are seeking an experienced Customer & Colleague Experience Lead to represent customer and internal user needs across a wholesale banking transformation programme.You will ensure vendor-provided journeys and channel experiences align with the bank’s branding, user expectations and business objectives, while maximising the use of standard product capabilities.

The role spans client onboarding, Trade Finance, cash management and servicing channels.Key ResponsibilitiesReview and validate vendor-delivered customer and colleague journeys across the programme.Ensure channel experiences reflect the bank’s branding, communication standards and user experience guidelines.Identify opportunities to simplify and improve journeys within vendor platform capabilities.Work with vendors to understand configuration options, UX flexibility and journey customisation possibilities.Assess trade-offs between adopting standard journeys and requesting enhancements or configuration changes.Represent customer, colleague and business experience requirements during discovery, design reviews and UAT.Drive consistency across digital channels, operational workflows and user touchpoints.Coordinate feedback from business stakeholders, relationship managers, operations teams and end users.Translate feedback into clear, prioritised recommendations for product and delivery teams.Support business readiness, user adoption and the transition to new journeys and processes.Required Skills & ExperienceProven experience in Customer Experience, Service Design, Journey Management or UX delivery within banking or financial services.Strong understanding of wholesale or corporate banking customer journeys and internal colleague workflows.Experience reviewing and improving journeys across onboarding, transactional banking or servicing.Experience working with vendor platforms, balancing user needs with standard functionality and configuration constraints.Strong skills in journey mapping, design review, stakeholder engagement and feedback analysis.Ability to evaluate experience improvements against business value, delivery effort and operational impact.Experience supporting UAT, business readiness and user adoption.Excellent communication and facilitation skills, with the ability to influence senior stakeholders and vendor teams.Desirable ExperienceExposure to Trade Finance, cash management and corporate client onboarding.Experience delivering customer and colleague experience improvements within a large banking transformation programme.Familiarity with consistent branding, accessible design and communication standards across banking channels.An opportunity to shape consistent, practical and intuitive experiences for customers and colleagues across a major banking transformation.