AVP- CX Analytics & Reporting

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading bank in the UAE seeks a dedicated professional to enhance customer experience through data analysis, survey management, and effective reporting. This role involves ensuring service excellence and contributing to strategic goals through effective metrics and insights.

Qualifications

• Experience in data analysis and reporting.
• Experience with customer surveys and metrics.
• Strong analytical and problem-solving skills.

Responsibilities

• Execute operational tasks related to survey management and metrics monitoring.
• Conduct data analysis to improve customer experience.
• Collaborate with internal teams for data collection.

Skills

Data Analysis

Survey Administration

Customer Insights

Education

Bachelor's Degree

Job description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic industry.

Job Description

JOB PURPOSE:

The role holder is responsible for executing operational tasks related to survey management, service metrics monitoring, and data reporting. The position ensures the accurate collection, analysis, and delivery of insights to improve customer experience and support decision-making across business units.

Key Responsibilities:

1. Service Metrics Monitoring:
   • Collect, track, and report service KPIs across customer channels and business units.
   • Highlight performance gaps and assist in implementing corrective actions.
   • Maintain data accuracy and integrity for all service performance metrics.
2. Survey Administration:
   • Deploy customer surveys (e.g., NPS, CSAT, benchmarking) in coordination with the Team Leader.
   • Analyze survey feedback and prepare detailed reports for stakeholders.
   • Support focus groups and customer engagement surveys as required.
3. Data Analysis and Reporting:
   • Conduct basic to intermediate data analysis to generate insights for customer experience improvements.
   • Prepare and deliver reports and dashboards on a regular basis.
   • Ensure timely and accurate delivery of reports to stakeholders.
4. Collaboration and Support:
   • Coordinate with internal teams and external vendors to ensure the successful execution of surveys and data collection activities.
   • Provide support to the Team Leader and Head of Customer Insights and Performance as needed.
5. Process Improvement:
   • Identify opportunities to streamline data collection, reporting, and survey processes.
   • Contribute to the enhancement of tools and methodologies used for data analysis and reporting.
6. KEY ACCOUNTABILITIES:
7. Strategy Development and Implementation

• Develops and directs the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission, and corporate objectives.
• Ensures that functional strategy and related strategic plans are developed and implemented, aligned with the bank's vision and mission.
• Provides subject matter expertise for the assigned domain and advises FAB leadership on related areas to facilitate strategy achievement.
• Leads key business processes, such as redesigning customer processes, fixing pain points highlighted through customer feedback, or other transformation initiatives.
• Develops a roadmap for comprehensive redesign of acquisition and service processes.
• Manages the full project lifecycle including planning, execution, and handovers.
• Designs and creates service standards and KPIs across all segments, channels, and customer touchpoints.
• Accelerates adoption of customer service standards/metrics organization-wide through training and coaching.
• Defines training deliverables to foster a customer service-focused culture.
• Assesses service delivery conformance to customer expectations to identify problems and gauge satisfaction.
• Challenges the environment on service standards, delivery, processes, and attitude towards the customer experience.
• Fosters a customer-centric culture through employee training and cultural initiatives.
• Builds a strong brand advocacy environment where teams act as change agents for the bank.
• Collaborates with key partners to gather data and insights on customer experience across channels.
• Seeks innovative methods to leverage data and insights, including emotional analysis and unstructured feedback interpretation.
• Develops programs to enhance customer experience by collecting and translating feedback from digital sources.
• Monitors data gathering and analysis processes for accuracy and efficiency.
• Oversees data analysis to facilitate meaningful insights and strategic recommendations.
• Ensures clear dissemination of information and constructive handling of negative feedback.
• Implements and enhances systems for managing and reporting customer experience data, including dashboards.
• Applies best practice customer analytics techniques and maintains contemporary knowledge in customer experience design.
• Supports various initiatives led by the Customer Experience team and collaborates with stakeholders to ensure successful implementation.

Leadership:

• Acts as a role model, promoting adherence to organizational values and ethics to foster a value-driven culture.

Change Management:

• Leads change management efforts through continuous improvement, considering global standards and business environment changes.
• Identifies and resolves strategic delivery risks and issues.
• Defines and cascades transformation initiatives across the bank.
• Translates transformation strategies into actionable roadmaps.
• Ensures timely, high-quality project delivery, including vendor management.

Reporting:

• Prepares timely, accurate functional reports aligning with FAB standards.
• Presents progress, challenges, and next steps to management.
• Ensures effective program reporting and stakeholder communication.
• Utilizes support teams for project implementation and manages vendor quality.