Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group

Mashreqbank PSC; Abu Dhabi; Presencial; AED 120 000 - 170 000; Tempo integral

Resumo da oferta

Mashreqbank PSC seeks a Customer Experience Analytics professional to conduct deep-dive root cause analysis on customer complaints, identify patterns across processes, systems, policies and people, and develop actionable recommendations to reduce recurring issues.

You will collaborate with cross-functional teams, lead workshops, coach agents, and prepare reports for senior leadership, tracking impact and driving improvements that boost CSAT and customer experience.

Qualificações

• Experience with RCA and customer-focused process improvement.
• Strong data analysis and reporting skills.
• Ability to collaborate with multiple teams.

Responsabilidades

• Conduct deep-dive RCA on customer complaints to identify patterns across process, system, policy, and people gaps.
• Develop actionable insights and recommendations to address recurring customer pain points.
• Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
• Conduct workshops and service recovery discussions with key business units.
• Leverage data analytics and customer insights to support process change proposals.
• Lead quality assessment exercises, ensuring adherence to resolution best practices.
• Analyze customer feedback and satisfaction scores on complaint resolution to identify trends.
• Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
• Track impact of changes and present findings to leadership.

Conhecimentos

Data analytics

Root cause analysis

Stakeholder communication

Process improvement

Descrição da oferta de emprego

Job description

Key Result Areas

• Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.

• Develop actionable insights and recommendations to address recurring customer pain points.

• Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.

• Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.

• Leverage data analytics and customer insights to support process change proposals.

• Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.

• Lead quality assessment exercises, ensuring adherence to resolution best practices.

• Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.

• Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.

• Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.

• Track the impact of implemented changes, ensuring sustained improvements.

• Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.

• Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.

• Provide quarterly and monthly updates on complaints reduction initiatives and their impact.

• Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.

• Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience