Overview
Customer Journey & Service Excellence Specialist Jobs in Erbil Governorate, Iraq at Region Trade Bank
Title: Customer Journey & Service Excellence Specialist
Company: Region Trade Bank
Location: Erbil Governorate, Iraq
About the Role
RTB Bank is looking for a Customer Journey & Service Excellence Specialist to map, design, and optimize every touchpoint a customer has with our bank. From the first digital ad to the branch visit to the post-sale follow-up, you will ensure that every interaction feels seamless, professional, and distinctly RTB.
What You'll Do
Map the Journey: Create and maintain detailed customer journey maps for key customer segments — retail, corporate, and SME — identifying moments of truth and pain points.
Design Better Experiences: Propose and lead improvements to customer journeys across digital, branch, and phone channels; partner with Product, IT, and Retail to implement changes.
Set Service Standards: Define, monitor, and enforce service standards (SLAs, response times, branch experience benchmarks) that align with RTB's brand promise.
Support Digital Transformation: Work with the Product and Digital teams to redesign and digitize customer journeys — reducing friction, wait times, and manual steps.
Train & Elevate the Frontline: Develop and deliver service excellence training for branch staff, relationship managers, and call center agents; design mystery shopping programs to validate quality.
Measure & Optimize: Track journey performance metrics (completion rates, drop-off points, resolution times) and continuously iterate based on data and customer feedback.
What You Need
- 3–5 years of experience in customer experience design, service excellence, or process improvement — preferably in banking, hospitality, or retail.
- Hands-on experience with customer 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 skills with the ability to inspire frontline teams to deliver exceptional service.
- Fluency in Arabic and English; Kurdish is highly preferred.
- A customer-obsessed, detail-oriented mindset with a bias for action and continuous improvement.
