Digital & CX Business Relationship Manager

Owns business-IT alignment for Digital banking and Customer Experience initiatives. Builds business cases that tie digital/CX ambitions to delivery feasibility, working with Digital and CX stakeholders and IT Delivery, and tracks initiatives through to delivery.

Key Responsibilities:

• Partner with Digital and CX business unit heads to identify, shape, and prioritize initiatives
• Build end-to-end business cases: rationale, expected benefits, cost estimates, delivery feasibility
• Translate Digital/CX business requirements into scope that IT Delivery can plan and estimate, and translate delivery constraints back into business trade-offs
• Own the initiative lifecycle from intake through business case approval, tracking progress against plan
• Coordinate with vendors and internal IT teams on digital platform and UX solution options
• Prepare initiative documentation and status updates for Management
• Identify and escalate risks, issues, and dependencies proactively.
• Keep Digital and CX initiatives aligned with the bank's strategy program

Requirements

• Bachelor's degree in Business Administration, Information Systems, Design, or related field; MBA a plus
• Strong understanding of digital banking channels and customer experience design principles
• Proven experience building business cases bridging business value and IT delivery
• PMP or equivalent certification preferred
• Strong stakeholder management across business, UX/product, and technical teams
• Strong written and verbal communication in English and Arabic
• Familiarity with SAMA regulatory requirements relevant to digital channels and CX

Years of Experience: 5-8 years in project management, business analysis, or business relationship management in digital banking or CX