Branch Experience Lead - Banking Service Excellence

ADIB - Abu Dhabi Islamic Bank

Abu Dhabi

On-site

AED 90,000 - 130,000

Full time

6 days ago

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Job summary

ADIB - Abu Dhabi Islamic Bank is seeking a Customer Experience Manager in Abu Dhabi to lead the customer excellence agenda across branches in the UAE. The role involves collaborating with CEG leadership and area managers to elevate service levels and implement improvement initiatives on the ground.

You will monitor branch performance, educate frontline staff, and travel across UAE to ensure consistent service quality and brand representation.

Qualifications

Bachelor's degree required.
Must be fluent in English.
Customer Centric Mindset.
Familiarity with bank systems, products and services especially in branches.
Ability to multi-task/address many issues simultaneously.
Team player.
Willing to travel to all areas in UAE.
Excellent in MS Office (Excel, PowerPoint, Word).

Responsibilities

Support CEG Leadership with customer experience initiatives and strategic ad-hoc tasks.
Collaborate with CEG and area managers to raise service levels across branches.
Monitor branch performance against ADIB service standards and address gaps.
Educate frontline staff on mystery shopper results and service standards; collect feedback.
Investigate staff attitude complaints and report findings with recommendations.
Track wait times and customer feedback devices; propose action plans with management.
Visit branches to engage with customers and monitor service behaviors; report back to seniors.
Conduct quality and service training for new joiners in branches.