Senior Manager Digital Customer Experience Neo (Mashreq Bank Pakistan Limited)

Job Purpose:
The Manager – Digital Customer Experience is accountable for delivering simple, fast, and always-on mobile banking journeys for Mashreq Neo’s Individual segment. The role exists to continuously elevate customer experiences by owning journey health, ensuring platform reliability, and driving upgrades informed by local market intelligence and global digital banking excellence.
This role acts as the voice of the Neo customer within the bank, ensuring Mashreq Neo remains intuitive, dependable, and ahead of customer expectations and its competition.
Key Result Areas:
- Own end-to-end customer journeys on the Mashreq Individual customers, with a strong focus on critical moments that matter.
- Establish clear journey health visibility, including uptime, downtime, failure rates, drop-offs, response times, and customer-impact indicators.
- Monitor journey performance in near real time and proactively flag risks impacting customer trust, service continuity, or experience quality.
- Partner closely with product and technology squads to:- Prioritize experience-led improvements
- Design frictionless, intuitive journeys
- Test and deploy enhancements with minimal customer disruption

- Drive experience upgrades through benchmarking, comparing Mashreq Neo journeys against:
- Leading local digital banking propositions
- Global neo-banks and best-in-class digital platforms
- Translate insights, benchmarks, and customer signals into clear enhancement roadmaps and measurable outcomes.
- Ensure all journeys align with Mashreq’s digital principles, brand promise, and regulatory standards.
- Track and report journey KPIs, linking experience performance to customer satisfaction, complaints, and business outcomes.
Knowledge, Skills & Experience:
- Strong understanding of digital banking journeys, mobile app ecosystems, and neo-bank operating models.
- Knowledge of customer experience frameworks, journey mapping, and service design principles.
- Awareness of regulatory expectations impacting digital banking in Pakistan.
- Familiarity with global digital banking trends and best practices.
- Journey ownership and experience optimization mindset.
- Data-driven decision-making and ability to interpret performance metrics.
- Strong stakeholder management across product, technology, and control functions.
- Ability to translate complex insights into clear, actionable recommendations.
- Excellent communication and storytelling skills for senior stakeholders.