Assistant Manager - Customer Experience, Employee Banking (UAE Nationals Only)

Emirates Islamic Bank; Dubai; On-site; AED 60,000 - 110,000; Full time

Benefits offered by this job

Competitive salary and benefits

Work-life balance and wellbeing

Career development and training

Private healthcare and banking perks

Job summary

Emirates Islamic Bank is seeking a Customer Experience/Experience Management professional to enhance the customer journey from onboarding through product usage. The role focuses on boosting satisfaction, promoting digital adoption, and driving loyalty while supporting growth and sales objectives.

The ideal candidate has 1+ years in customer service within banking, strong analytical and communication skills, and knowledge of banking products and channels.

Qualifications

• Bachelor degree required or equivalent.
• 1+ years in customer service/experience management, preferably in banking.
• Strong analytical and communication skills; knowledge of banking products and channels; familiarity with banking regulations.

Responsibilities

• Partner with sales to align CX initiatives with business and sales objectives.
• Monitor customer journeys and address service-related issues for a seamless experience.
• Develop customer communications to drive engagement, product usage, and cross-selling opportunities.
• Identify improvements in customer-facing policies and processes to enhance onboarding and interactions.
• Analyze customer feedback, service quality metrics, and trends to recommend improvements.
• Provide management with insights to improve sales conversion, retention, and service excellence.
• Support digital adoption initiatives and promote awareness of digital banking solutions.
• Contribute to strategies that strengthen customer trust and loyalty.

Skills

Analytical skills

Communication skills

Banking knowledge

CRM proficiency

Microsoft Office

Education

Bachelor Degree

Tools

CRM software

MS Office

Job description

Job Purpose

This role is responsible for enhancing the customer journey, improving service quality, and driving customer engagement to support business growth and sales objectives.

The successful candidate will play a key role in ensuring a seamless customer experience from onboarding through product usage, while promoting digital adoption, customer satisfaction, and long-term loyalty.

Key Responsibilities

• Partner closely with sales teams to align customer experience initiatives with business and sales objectives.
• Monitor customer journeys and address service-related issues to ensure a seamless and positive experience.
• Develop and implement customer communication initiatives that drive engagement, product utilization, and cross-selling opportunities.
• Identify areas for improvement within customer-facing policies and processes to enhance onboarding and ongoing customer interactions.
• Analyze customer feedback, service quality metrics, and experience trends to recommend actionable improvements.
• Provide management with insights and recommendations to improve sales conversion, customer retention, and overall service excellence.
• Support digital adoption initiatives and promote awareness of digital banking solutions to enhance customer convenience and engagement.
• Contribute to the development of strategies that strengthen customer trust, satisfaction, and loyalty.

Skills and Qualifications

• Bachelor Degree
• 1+ years in customer service/experience management, preferably within banking
• Strong analytical skills, excellent communication skills, knowledge of banking products and channels, and familiarity with banking regulations
• Proficiency in CRM and customer feedback tools, Microsoft Office

What We Offer

• Competitive salary and benefits package.
• Strong emphasis on work-life balance and employee wellbeing.
• World-class learning, development, and career growth opportunities.
• Generous annual leave, private healthcare, and preferential banking facilities.

EIB

Emirates Islamic was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles.

As one of the leading Islamic banks in the UAE, Emirates Islamic offers exciting career opportunities for highly motivated professionals and graduates. At Emirates Islamic, we believe that our Employees are our biggest asset and we continuously invest in Talent Management & Training and Development programmes to help them excel professionally and achieve success in their chosen career.

Emiratization is a key strategic objective at Emirates Islamic. We provide training to talented, young Emaratis under dedicated programmes that shape their ambition, passion & commitment and guide them to become the future leaders of the organization as well as the overall financial sector.

We are driven by our values of Innovation, Customer Service, Ambition & Ownership and are always looking for talent to add to our diverse work environment comprising of over 60 nationalities.