Customer Experience & Complaints Improvement Lead

Mashreqbank PSC; Abu Dhabi; Vor Ort; AED 120.000 - 170.000; Vollzeit

Zusammenfassung

Mashreqbank PSC seeks a Customer Experience Analytics professional to conduct deep-dive root cause analysis on customer complaints, identify patterns across processes, systems, policies and people, and develop actionable recommendations to reduce recurring issues.

You will collaborate with cross-functional teams, lead workshops, coach agents, and prepare reports for senior leadership, tracking impact and driving improvements that boost CSAT and customer experience.

Qualifikationen

• Experience with RCA and customer-focused process improvement.
• Strong data analysis and reporting skills.
• Ability to collaborate with multiple teams.

Aufgaben

• Conduct deep-dive RCA on customer complaints to identify patterns across process, system, policy, and people gaps.
• Develop actionable insights and recommendations to address recurring customer pain points.
• Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
• Conduct workshops and service recovery discussions with key business units.
• Leverage data analytics and customer insights to support process change proposals.
• Lead quality assessment exercises, ensuring adherence to resolution best practices.
• Analyze customer feedback and satisfaction scores on complaint resolution to identify trends.
• Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
• Track impact of changes and present findings to leadership.

Kenntnisse

Data analytics

Root cause analysis

Stakeholder communication

Process improvement

Jobbeschreibung

Mashreqbank PSC seeks a Customer Experience Analytics professional to conduct deep-dive root cause analysis on customer complaints, identify patterns across processes, systems, policies and people, and develop actionable recommendations to reduce recurring issues.

You will collaborate with cross-functional teams, lead workshops, coach agents, and prepare reports for senior leadership, tracking impact and driving improvements that boost CSAT and customer experience.