Job Description
ALEXBANK is currently recruiting for the role of Senior Digital Channels officer
Duties and Responsibilities
Your main responsibilities in this role include the following:
Manage all bank Messaging platforms (SMS, in-app notifications, 2 way-SMSs, WhatsApp for Business, Live chat, Chatbots, Emails, etc.).
Align with business partners and contact center on managing all ongoing campaigns and manage daily SMSs approvals and dispatching operations.
Manage campaigns performance tracking ensuring achieving maximum ROI.
Align with business partners on best practices to achieve business goals and KPIs.
Monitor system health and performance and handle all customers complains related to messaging services and platforms.
Manage all messaging platforms leads collection, distribution, tracking & optimization.
Develop and analysis monthly reports: Cost, Conversion Rate, Contact Center Feedback etc.
Handle all contracts and messaging portals financing.
Develop frequent market analysis in terms of competitors practices and new trends and initiatives.
Manage the product development with business partners, IT, developers and group product development teams.
Ensure messaging platforms are properly tested and provide business sign-off before deployment to end-users.
Analyze and identify best UX/UI practices to apply through messaging services.
Analyze customers’ needs, ensuring Chatbot capabilities and dialogue flow covering all customers’ needs and latest products and events updates.
Ensuring latest technologies are applied when applicable such as Artificial Intelligence.
Job Requirements
3 to 5 years of professional experience in a related field (chatbot management and messaging tools management).
Experience with Artificial Intelligence (AI) technology application with Chatbots is a must.
Experience with WhatsApp for Business services is preferred.
Ability to manage messaging written content in both English & Arabic language.
Ability to create and design user workflows for interactive storytelling and conversational chatbot.
Experience working with developers and system engineers to improve user experience: design, UI, and content optimization
Ability to develop testing scenarios and experience with User Acceptance Testing (UAT) related to Messaging Platforms.
