Client Experience Executive

Standard Chartered; Dubai; On-site; AED 60,000 - 110,000; Full time

Benefits offered by this job

Diversity & inclusion

Fair Pay

Retirement & Insurance

Leave entitlements

Flexible work

Wellbeing resources

Learning & development

Job summary

Standard Chartered in Dubai seeks a Client Experience Executive to drive a customer-centric culture across processes and interactions. You will capture Voice of Customer data, analyse it, and deliver actionable insights to improve service delivery and address gaps.

Collaboration with cross-functional teams and timely issue resolution will be key, with ongoing development through e-learning and data-driven coaching.

Qualifications

• Previous experience in a call centre or customer service role with evidence of handling client interactions and feedback.
• Strong analytical skills, able to interpret data and extract insights.
• Excellent English communication, both written and spoken.

Responsibilities

• Ensure completion of survey calls within turnaround times with high data quality.
• Report survey findings to Country teams with clear, actionable feedback.
• Coordinate with Country contacts to secure data files within agreed timelines.
• Adhere to call scheduling and dialler protocols to optimise engagement.
• Manage assigned processes to uphold service standards and team goals.
• Provide insights to improve people and process efficiency from survey themes.
• Escalate unresolved issues to business stakeholders for timely resolution.
• Maintain high client satisfaction by preventing escalations through proactive management.
• Collaborate with cross-functional teams to remove non-value adding activities.
• Engage in ongoing professional development via e-learning with 12 hours annually.
• Capture client feedback to support analysis driving frontline coaching and improvements.

Skills

Client engagement

Microsoft Office

Productivity & Target Management

Education

Bachelor’s degree preferred

High schoolCompleted + relevant experience considered

Job description

Job Description:

Job Summary

As a Client Experience Executive at Standard Chartered in Dubai, you will play a pivotal role in embedding a customer-centric culture throughout all transactional and operational processes. Your efforts will directly contribute to creating and maintaining a differentiated service model that consistently exceeds customer expectations and stands apart from competitors. By ensuring superior service delivery, you will help drive the Bank’s profitability and expand its market share, reinforcing Standard Chartered's commitment to excellence in client engagement.

This role offers an exciting opportunity to be at the forefront of enhancing client experience by systematically capturing and analysing the Voice of Customer (VoC). Working collaboratively across teams, you will provide actionable insights to improve processes, address service gaps, and ensure timely issue resolution. Your active participation in this dynamic environment will empower the Bank to innovate its service offerings while promoting a customer-first philosophy.

Key Responsibilities

• Ensuring the completion of survey calls within the stipulated turnaround time for all assigned processes, maintaining high quality and accuracy in data collection.
• Timely and precise reporting of survey findings to the relevant Country teams, ensuring data integrity and actionable feedback.
• Coordinating closely with Country contacts to secure survey data files within agreed timelines, facilitating smooth operational workflows.
• Adhering strictly to call scheduling and dialler protocols to optimise survey effectiveness and client engagement.
• Managing assigned processes diligently to uphold service standards and contribute to team goals.
• Providing insightful recommendations to enhance people and process efficiency based on identified themes and feedback during survey calls.
• Promptly escalating unresolved issues to business stakeholders for timely service recovery and resolution.
• Maintaining a spotless record of client satisfaction by preventing complaints and stakeholder escalations through proactive management.
• Collaborating effectively with cross-functional teams to eliminate non-value adding activities and address any observed process lapses.
• Engaging in continuous professional development by participating in e-learning via the diSCover platform, dedicating a minimum of 12 hours annually to enhance relevant skill sets.
• Efficiently managing survey volumes and diligently capturing client feedback to support informed analysis that drives frontline coaching and service improvements.

Skills And Experience

Must-have Skills

• Client engagement
• Microsoft Office Proficiency
• Productivity & Target Management

Motivations

• Engaging with clients and understanding their experiences
• Achieving defined productivity and quality targets
• Contributing to improvements through meaningful client feedback

Qualifications

Professional Qualifications and Experience

• Previous experience as a call centre agent or in a customer service role, with evidence of successfully handling client interactions and feedback.
• Strong analytical skills, capable of interpreting complex data and extracting actionable insights.
• Educational background: While a Bachelor’s degree is preferred, candidates with a completed high school education and relevant experience will be considered.
• Excellent proficiency in English communication, both written and oral, is essential to effectively engage with clients and internal teams.

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• A commitment to diversity and inclusion: joining a values-driven organisation that celebrates unique perspectives across teams, functions, and geographies.
• Competitive remuneration: aligned with our Fair Pay Charter, ensuring equitable and transparent compensation, alongside benefits supporting your financial, mental, physical, and social wellbeing.
• Comprehensive retirement and insurance benefits: core bank funding for savings, medical coverage, and life insurance, with additional flexible benefits available depending on location.
• Generous leave entitlements: including annual, parental, maternity (up to 20 weeks), sabbatical (up to 12 months), and volunteering leave, ensuring a healthy work-life balance.
• Flexible working arrangements: options blending home and office presence, designed to accommodate various working patterns and personal needs.
• Robust wellbeing support: access to Unmind—a leading digital wellbeing platform, resilience training, employee assistance programmes, mental health first-aiders, and self-help resources.
• Learning and development opportunities: a culture that fosters continuous growth through reskilling, upskilling, and access to a variety of learning platforms including physical, virtual, and digital formats.

Explore more about our culture and careers at www.sc.com/careers.