Global Digital Product Owner - Customer Engagement and Monetization

Global Digital Product Owner - Customer Engagement and Monetization

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About the business area

The Retail Banking Group (RBG) supports retail and micro-business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service. We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Customer Engagement Management- Manage customer engagement programs across lifecycle stages by applying segmentation insights, journey analytics and behavioral indicators in order to enhance activation, usage and retention. Coordinate cross‑functional inputs, ensure execution across channels, assess programme performance and refine approaches to strengthen customer experience, deepen relationships and support long‑term value growth. Develop structured engagement frameworks and continuously refine engagement logic to support scalable, consistent and insight‑driven customer interactions across all relevant touchpoints
• Monetization Programme Delivery- Deliver monetization initiatives including cross‑sell, up‑sell and retention‑focused campaigns by integrating customer insights, product knowledge and commercial parameters in order to generate measurable revenue uplift. Analyze performance results, optimize targeting logic, adjust programme elements and enhance conversion effectiveness to support portfolio profitability and overall financial objectives. Collaborate with product and analytics teams to design proposition variants, explore new monetization opportunities and ensure programme alignment with broader Retail Banking strategies
• Data Driven Insights- Utilize customer data, performance analytics and behavioral trends to identify opportunity segments, refine programme targeting and recommend improvements. Interpret conversion, activation, churn and usage metrics to evaluate effectiveness, propose corrective actions and drive continuous enhancement of engagement and monetization strategies. Establish regular insight loops and analytical routines that enhance transparency, strengthen evidence‑based decision‑making and ensure ongoing responsiveness to changing customer behaviors
• Governance, Risk and Compliance- Ensure all engagement and monetization programmes comply with regulatory requirements, internal policies and risk frameworks by performing quality checks, maintaining documentation, escalating issues when required and coordinating with relevant control functions. Implement controls and processes that safeguard customer fairness, protect the Bank and ensure audit readiness. Assess programme content, customer communications and operations to maintain governance and limit operational or regulatory risks
• Stakeholder and Vendor Coordination- Coordinate with internal stakeholders and external vendors to support effective campaign execution, platform usage, data flows and operational processes. Review partner deliverables, monitor performance and support platform enhancements in order to ensure timely, consistent and high‑quality delivery of engagement and monetization activities. Maintain continuous communication channels with all delivery partners to ensure clarity of expectations, alignment of deliverables and swift resolution of execution challenges
• Operational Delivery and Reporting- Prepare structured reports, dashboards and insights on programme performance, conversion metrics and campaign effectiveness to support decision‑making. Maintain documentation, track activity progress and ensure operational accuracy in order to improve transparency, inform business recommendations and enhance execution discipline. Design and refine reporting frameworks to support long‑term performance tracking, enabling stronger evaluation of programme outcomes and clearer visibility of improvement opportunities
• People Management- Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance. Manage the effective achievement of the team’s objectives through setting individual objectives, managing performance, developing the team and providing formal and informal feedback to maximize overall performance, engagement and motivation
• Budget Management- Contribute to the preparation of the business area’s budget and manage and monitor the financial performance against the budget so that areas of unsatisfactory performance are identified, rectified promptly and potential performance improvement opportunities are capitalized upon
• Policies, Processes, Systems and Procedures- Recommend and implement improvements to departmental policies, procedures and processes covering all areas of activity so that all relevant procedural requirements are fulfilled while ensuring that ADCB delivers best-in-class services, products and innovation
• Customer Service- Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions

The ideal candidate should have the following experience

• At least 8 years of experience in Retail Banking or Financial Services, with a focus on customer engagement, marketing, and revenue optimization, of which at least 6 years of management experience with exposure to the Banking/Financial Services sector
• Bachelor’s Degree in Computer Science, Business Management or equivalent
• Technology Implementation and Emerging Trends
• Service Design, User Experience, Change Management and Organizational Development
• Data Analytics, Problem-Solving, Customer Analytics and Segmentation
• Lifecycle Management, Organizational and Project Management
• Business Planning, Financial Acumen, Leadership, Stakeholder and Vendor Management
• Digital Marketing and Omnichannel Campaign Management
• Regulatory Compliance in Banking Products
• Excellent Communication Skills (Verbal and Written)

What we offer:

• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.