Customer Experience Lead - Banking & Loyalty

Emirates Islamic Bank; Dubai; On-site; AED 60,000 - 110,000; Full time

Benefits offered by this job

Competitive salary and benefits

Work-life balance and wellbeing

Career development and training

Private healthcare and banking perks

Job summary

Emirates Islamic Bank is seeking a Customer Experience/Experience Management professional to enhance the customer journey from onboarding through product usage. The role focuses on boosting satisfaction, promoting digital adoption, and driving loyalty while supporting growth and sales objectives.

The ideal candidate has 1+ years in customer service within banking, strong analytical and communication skills, and knowledge of banking products and channels.

Qualifications

• Bachelor degree required or equivalent.
• 1+ years in customer service/experience management, preferably in banking.
• Strong analytical and communication skills; knowledge of banking products and channels; familiarity with banking regulations.

Responsibilities

• Partner with sales to align CX initiatives with business and sales objectives.
• Monitor customer journeys and address service-related issues for a seamless experience.
• Develop customer communications to drive engagement, product usage, and cross-selling opportunities.
• Identify improvements in customer-facing policies and processes to enhance onboarding and interactions.
• Analyze customer feedback, service quality metrics, and trends to recommend improvements.
• Provide management with insights to improve sales conversion, retention, and service excellence.
• Support digital adoption initiatives and promote awareness of digital banking solutions.
• Contribute to strategies that strengthen customer trust and loyalty.

Skills

Analytical skills

Communication skills

Banking knowledge

CRM proficiency

Microsoft Office

Education

Bachelor Degree

Tools

CRM software

MS Office

Job description

Emirates Islamic Bank is seeking a Customer Experience/Experience Management professional to enhance the customer journey from onboarding through product usage. The role focuses on boosting satisfaction, promoting digital adoption, and driving loyalty while supporting growth and sales objectives.

The ideal candidate has 1+ years in customer service within banking, strong analytical and communication skills, and knowledge of banking products and channels.