Client Experience Lead: Research, Insights & Communications

UHRS; United Arab Emirates; On-site; AED 180,000 - 360,000; Full time

Job summary

UHRS in the United Arab Emirates is seeking a Manager – Research, Insights & Communications to lead client communications, governance, and insights across the bank. You will validate and coordinate email and SMS journeys, manage outage communications, and support service recovery with strict CX standards.

You will translate client feedback into actionable improvements, oversee governance records, and collaborate with cross-functional teams to improve communications.

Qualifications

• Bachelor’s degree in a relevant field.
• Proven experience in client communications and governance within the banking sector.
• Strong research and analytical skills (qualitative & quantitative).
• Excellent command of English (written and verbal).
• Familiarity with email/SMS journeys, incident management, and service recovery.
• Prior banking industry experience.

Responsibilities

• Test, validate, and coordinate all client-facing communications (Email & SMS).
• Manage the bank-wide communications calendar to ensure clarity and avoid client fatigue.
• Support communication during outages, disruptions, and service recovery events.
• Assist with governance reporting, audit trails, documentation, and action tracking.
• Conduct research and insights activities, including surveys and client interactions.
• Drive client co-creation initiatives and support regulatory Consumer Education programs.

Skills

Client communications

Governance

Research

Analytical skills

English proficiency

MS Office

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

UHRS in the United Arab Emirates is seeking a Manager – Research, Insights & Communications to lead client communications, governance, and insights across the bank. You will validate and coordinate email and SMS journeys, manage outage communications, and support service recovery with strict CX standards.

You will translate client feedback into actionable improvements, oversee governance records, and collaborate with cross-functional teams to improve communications.