Customer Experience Learning Architect

Rakbank

United Arab Emirates

On-site

AED 180,000 - 300,000

Full time

4 days ago

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Job summary

Rakbank in the United Arab Emirates seeks a Learning & Development professional to design and deliver soft skills and professional development across multiple business units. The role emphasizes customer experience, call etiquette, active listening, empathy, and handling digital channels, plus on-floor coaching with measuring learning outcomes against KPIs.

You will collaborate with subject matter experts, manage LMS records in Oracle, and ensure compliant behaviours and documentation throughout

Qualifications

4–6 years of soft skills training experience.
2–3 years in contact centre or virtual banking environments.
Experience designing behavioural programmes for voice and digital channels.
Ability to translate learning needs and business requirements into engaging and practical learning experiences.
Understanding of UAE telemarketing and consumer protection requirements.
Arabic language skills are an advantage.

Responsibilities

Deliver soft skills and professional development programmes across multiple business units.
Build and facilitate programmes on customer experience, call etiquette, active listening, empathy, handling mixed channels, writing for chat and email, objection handling, negotiation, de-escalation, and transitioning from service to sales.
Design learning materials, facilitator guides, learner resources, role plays, case studies, and supporting training content.
Assess readiness at the practice and simulation stage and the on-the-job stage using structured observations, call listening, and chat and email reviews.
Coach agents on the floor through side-by-side coaching, feedback sessions, and targeted follow-up where development gaps are identified.
Build compliant behaviours into every module, including consent, required disclosures, approved scripts, and responsible sales conduct.
Work with Quality Assurance to align quality scoring and translate quality findings into focused learning interventions.
Partner with Subject Matter Experts to identify capability needs and develop appropriate learning solutions.
Measure learning effectiveness against operational KPIs such as quality scores, first-contact resolution, conversion, cancellations, and complaints, and report on measurable impact.
Maintain accurate training records, assessment results, and certification status in Oracle LMS to ensure a complete audit trail.