Customer Experience Manager

ADIB; Abu Dhabi; In loco; AED 167.000 - 279.000; Tempo pieno

Descrizione del lavoro

ABU DHABI ISLAMIC BANK is seeking a Customer Experience Lead to drive customer-centric initiatives, monitor satisfaction against service standards, and educate frontline staff. The role involves investigating staff attitude concerns, reporting to CEG and area managers, and visiting branches to train teams.

The position requires a Bachelor's degree, fluent English, and willingness to travel across all UAE regions. Proficiency in MS Office is expected to support analytics and reporting.

Competenze

• Bachelor's degree required.
• Fluent English required.
• Customer-centric mentality required.
• Familiarity with bank systems, products and services.
• Ability to multi-task across many issues.
• Willingness to travel across all UAE areas.
• Proficiency in MS Office (Excel, PowerPoint, Word).

Mansioni

• Support CEG leadership with customer experience strategic and ad hoc initiatives.
• Monitor branch performance in customer satisfaction against ADIB service standards.
• Educate frontline staff on mystery shopper findings and customer service standards.
• Investigate staff attitude complaints and report recommendations to CEG and area managers.
• Monitor wait time queue systems and customer feedback devices in area branches.
• Visit branches to meet customers, monitor staff service behaviors and deliver training.

Conoscenze

Customer-centric mentality

Fluent English

Multi-tasking

Travel across UAE

MS Office

Formazione

Bachelor's degree

Strumenti

MS Office (Excel, PowerPoint, Word)

Descrizione del lavoro

Responsibilities

• Support CEG leadership with customer experience strategic and ad hoc initiatives
• Monitor branch performance in customer satisfaction against ADIB service standards
• Educate frontline staff on mystery shopper findings and customer service standards
• Investigate staff attitude complaints and report recommendations to CEG and area managers
• Monitor wait time queue systems and customer feedback devices in area branches
• Visit branches to meet customers, monitor staff service behaviors and deliver training

Requirements

• Bachelor's degree
• Fluent English
• Customer-centric mentality
• Familiarity with bank systems, products and services
• Ability to multi-task across many issues
• Willingness to travel across all UAE areas
• Proficiency in MS Office (Excel, PowerPoint, Word)

Preferred Qualifications

• Experience in bank branches
• In-depth understanding of ADIB culture, systems, products and services

About the Company

ABU DHABI ISLAMIC BANK is a leading Islamic bank in the UAE. This position is for UAE Nationals only.