Customer Experience Lead – Banking & Digital Adoption

Emirates Islamic; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Work-life balance

Career growth

Private healthcare

Banking facilities

Job summary

Emirates Islamic in Dubai is seeking a customer experience professional to enhance the customer journey, raise service quality, and drive engagement to support growth and sales objectives.

You will onboard customers, promote digital adoption, and foster loyalty across banking products, with a focus on cross-selling and retention. A Bachelor degree and 1+ years in banking customer service are expected, along with strong analytical and CRM skills.

Qualifications

• Bachelor Degree
• 1+ years in customer service/experience management, preferably within banking
• Strong analytical skills, excellent communication skills, knowledge of banking products and channels, and familiarity with banking regulations
• Proficiency in CRM and customer feedback tools, Microsoft Office

Responsibilities

• Partner closely with sales teams to align customer experience initiatives with business and sales objectives.
• Monitor customer journeys and address service-related issues to ensure a seamless and positive experience.
• Develop and implement customer communication initiatives that drive engagement, product utilization, and cross-selling opportunities.
• Identify areas for improvement within customer-facing policies and processes to enhance onboarding and ongoing customer interactions.
• Analyze customer feedback, service quality metrics, and experience trends to recommend actionable improvements.
• Provide management with insights and recommendations to improve sales conversion, customer retention, and overall service excellence.
• Support digital adoption initiatives and promote awareness of digital banking solutions to enhance customer convenience and engagement.
• Contribute to the development of strategies that strengthen customer trust, satisfaction, and loyalty.

Skills

Customer experience

Analytics

Communication

CRM proficiency

Banking knowledge

Microsoft Office

Education

Bachelor Degree

Tools

CRM software

Microsoft Office

Job description

Emirates Islamic in Dubai is seeking a customer experience professional to enhance the customer journey, raise service quality, and drive engagement to support growth and sales objectives.

You will onboard customers, promote digital adoption, and foster loyalty across banking products, with a focus on cross-selling and retention. A Bachelor degree and 1+ years in banking customer service are expected, along with strong analytical and CRM skills.