Branch Experience Lead, Service Excellence

Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Abu Dhabi Islamic Bank is seeking a Customer Experience Manager in Abu Dhabi to drive service excellence across branches and contribute to the customer-centric culture. You will partner with CEG leadership and area managers to implement strategy, train frontline staff, and monitor performance to deliver high-quality customer care.

The role requires strong English, a customer-centric mentality, and willingness to travel across UAE to support branches and promote service standards.

Qualifications

• Bachelor's degree required.
• Must be fluent in English.
• Customer-centric mentality and service mindset.
• Familiarity with bank systems, products and services, especially in branches.
• Ability to multi-task and handle multiple issues simultaneously.
• Willing to travel across UAE to support branches.
• Proficiency in MS Office applications (Excel, PowerPoint, Word).

Responsibilities

• Support CEG leadership with customer experience initiatives and ad hoc projects.
• Work with CEG and area managers to raise service levels across branches.
• Monitor customer satisfaction against ADIB standards and close gaps with actions.
• Educate frontline staff on service standards and collect feedback for improvements.
• Investigate staff attitude complaints and report findings with recommendations.
• Monitor wait times and customer feedback devices, propose action plans.

Skills

Customer Centric Mindset

Fluent English

Multi-tasking

Team player

Branch operations familiarity

Travel willingness

MS Office

Education

Bachelor's degree

Tools

MS Office

Job description

Abu Dhabi Islamic Bank is seeking a Customer Experience Manager in Abu Dhabi to drive service excellence across branches and contribute to the customer-centric culture. You will partner with CEG leadership and area managers to implement strategy, train frontline staff, and monitor performance to deliver high-quality customer care.

The role requires strong English, a customer-centric mentality, and willingness to travel across UAE to support branches and promote service standards.