Customer Engagement & Insights Specialist

RAKBANK; Dubai; On-site; AED 70,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Medical coverage for you and family

Learning and development opportunities

Job summary

RAKBANK in Dubai is seeking an Officer - Customer Engagement to enhance customer experiences by capturing feedback, performing QA reviews, and guiding service improvements. You will analyze data from surveys and channels, conduct engagement activities, and support governance and reporting.

The role involves partnering with business, operations, digital and customer experience teams to drive continuous improvement, while maintaining data privacy and security standards.

Qualifications

• Bachelor's degree in business administration, marketing, banking & finance, data analytics, information technology, customer experience, or related field.
• Fresh graduate or up to 3 years of relevant experience.
• Fluent in English and Arabic with strong verbal and written communication skills.
• Strong analytical mindset with the ability to interpret customer feedback and data.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Responsibilities

• Analyze customer feedback from surveys, complaints, digital channels and interactions to identify trends and service improvement opportunities.
• Conduct customer satisfaction surveys and engagement activities across key customer touchpoints.
• Perform outreach calls, capturing customer feedback and concerns accurately.
• Monitor and track feedback, escalations, and complaints through to resolution.
• Conduct quality assurance reviews of calls, emails, and digital interactions against standards.
• Support Mystery Shopping programs by reviewing findings, preparing reports and tracking actions.
• Use data analytics and AI-enabled tools to generate insights and support decision-making.
• Prepare customer engagement reports, dashboards and management information packs.
• Support continuous improvement by partnering with business, operations, digital and customer experience teams.
• Maintain records, trackers and governance documentation in line with policies and regulatory requirements.
• Ensure adherence to customer protection, data privacy and information security standards.
• Contribute to enhancing customer satisfaction, advocacy and service excellence across the Bank.

Skills

Bilingual English/Arabic

Analytical mindset

Communication skills

Education

Bachelor's degree

Tools

Excel

PowerPoint

Microsoft Office

Job description

RAKBANK in Dubai is seeking an Officer - Customer Engagement to enhance customer experiences by capturing feedback, performing QA reviews, and guiding service improvements. You will analyze data from surveys and channels, conduct engagement activities, and support governance and reporting.

The role involves partnering with business, operations, digital and customer experience teams to drive continuous improvement, while maintaining data privacy and security standards.