Manager – Customer Journey Communications & Standards

Key Responsibilities:

• Reviews, validates, and standardizes customer communication embedded in front-end journeys, transactional messages, notifications, and service touchpoints to ensure customers understand what to expect at every stage of interaction
• Review and refine service scripts, internal response templates, and FAQs to ensure accuracy and clarity.
• Develop and maintain the Customer Experience Communication Standards Guide, covering tone, structure, and translation principles.
• Partner with Journey and Service Design teams to ensure communications support the intended customer outcome.
• Lead periodic reviews of existing scripts and automated responses to remove jargon and improve comprehension.
• Support testing of message variants to improve engagement, satisfaction, and resolution metrics.
• Advise Contact Centre and Branch teams on best-practice phrasing for high-impact customer interactions.
• Ensure all Arabic and English versions of customer communication are accurate, culturally attuned, and aligned in tone.
• Provide coaching or short training sessions to internal stakeholders on customer-centred writing.
• All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

Work Experience:

• 4 – 6 years’ experience in UX writing, service communication, or customer-experience design — not marketing.

Education:

• Degree in Communications, Linguistics, Psychology, or related field.
• Fluent in both Arabic and English (spoken and written) — must be able to edit and produce content in both languages.