Customer Journey & Service Excellence Specialist

About the role

RTB Bank is seeking a Customer Journey & Service Excellence Specialist to design, map and continuously improve every interaction a customer has with the bank, from digital advertising to branch visits and post‑sale follow‑up. The role ensures a seamless, professional experience that reflects the RTB brand.

Key responsibilities

• Map the Journey: Build and maintain detailed journey maps for retail, corporate and SME segments, highlighting moments of truth and pain points.
• Design Better Experiences: Propose and lead enhancements across digital, branch and phone channels, collaborating with Product, IT and Retail teams.
• Set Service Standards: Define, monitor and enforce SLAs, response times and branch experience benchmarks aligned with the brand promise.
• Support Digital Transformation: Work with Product and Digital teams to digitise journeys, reducing friction, wait times and manual steps.
• Train & Elevate the Frontline: Create and deliver service‑excellence training for branch staff, relationship managers and call‑center agents; implement mystery‑shopping programs.
• Measure & Optimise: Track performance metrics such as completion rates, drop‑off points and resolution times, iterating based on data and feedback.

Required profile

• 3–5 years of experience in customer experience design, service excellence or process improvement, preferably in banking, hospitality or retail.
• Hands‑on experience with journey mapping, service blueprinting and UX/service design principles.
• Strong understanding of branch operations, digital banking channels and customer‑service best practices.
• Excellent training and facilitation abilities, fluent in Arabic and English; Kurdish is a plus.

Required skills

• Customer journey mapping
• Service blueprinting
• UX/service design principles