Job Overview
Senior Vice President – Digital Banking Transformation & AI-Driven Customer Experience
📍 Base Jurisdiction: Sultanate of Oman
🤖 Domain: Digital Banking, AI Personalization, Customer Experience Engineering
Confidential Strategic Brief
The next phase of banking evolution within the GCC will be defined by hyper-personalized, AI-driven customer experiences, delivered through fully digital banking ecosystems. This role is designed for a transformation leader capable of redefining customer engagement models using advanced analytics, AI, and behavioral finance principles.
Strategic Objectives
1. AI-Powered Customer Intelligence
- Build unified customer data platforms (CDPs)
- Deploy machine learning models for:
- Customer segmentation
- Lifetime value prediction
- Churn analysis
2. Digital Banking Experience Engineering
- Redesign digital channels (mobile, web) with:
- Personalized financial insights
- Context-aware recommendations
- Conversational AI interfaces
- Integrate omnichannel experiences across all touchpoints
3. Intelligent Automation & Process Optimization
- Implement robotic process automation (RPA) for:
- Onboarding
- Loan processing
- Customer support
- Reduce operational friction and cost-to-serve
4. Data Governance & Regulatory Compliance
- Ensure compliance with Oman’s financial data protection laws
- Implement data privacy frameworks and consent management systems
- Maintain auditability of AI-driven decisions
Leadership Expectations
- Act as transformation catalyst across product, technology, and operations
- Lead cross-border teams in agile delivery environments
- Influence executive stakeholders and regulatory bodies
Candidate Archetype
- 15+ years in digital banking or fintech transformation
- Expertise in AI/ML applications in financial services
- Strong understanding of customer experience design and behavioral analytics
Key Success Indicators
- Digital adoption rates
- Customer satisfaction and retention metrics
- Reduction in operational costs
- AI model performance and accuracy
Compensation & Strategic Incentives
- Executive compensation aligned with global banking standards
- Transformation-linked bonus structures
- Long-term incentives tied to digital adoption and revenue growth
Are you excited about this opportunity?
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