Customer Experience Manager

ADIB Group; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

ADIB Group in Abu Dhabi seeks a Customer Experience Manager to execute the CEG strategy across branches, elevating service standards and customer journeys. You will partner with area managers to embed customer excellence, monitor branch performance, and drive improvement actions on a daily basis.

The role requires travel across UAE, fluency in English, and a strong focus on front-line coaching, mystery shopper insights, and process optimization to deliver best-in-class banking service.

Qualifications

• Bachelor's degree required.
• Fluent in English.
• Customer-centric mentality.
• Familiarity with bank systems, products and services, especially in branches.
• Ability to multi-task / address many issues simultaneously.
• Team player.
• Willing to travel to all areas in UAE.
• Proficient in MS Office (Excel, PowerPoint, Word).

Responsibilities

• Support CEG Leadership team with customer experience strategic initiatives and AD HOC projects.
• Collaborate with CEG and area managers to improve customer experience across branches and provide implementation support.
• Monitor branch performance against ADIB service standards and identify gaps to drive improvements.
• Educate frontline staff on mystery shopper findings and service standards; solicit feedback and implement viable ideas.
• Investigate staff attitude complaints and provide reports with recommendations to CEG and area managers.
• Monitor wait times and customer feedback devices; propose action plans with management and drive execution.
• Visit branches to meet customers, report findings, and act as brand and CEG ambassador.
• Conduct Quality and Service training for new joiners in branches.

Skills

Customer Centric Mindset

Fluent English

Multi-tasking

Team player

MS Office

Bank systems knowledge

Willing to travel UAE

Service excellence

Education

Bachelor's degree

Tools

MS Office

Job description

Description

Role: Customer Experience Manager

Location: Abu Dhabi

Role purpose:

Executing the bank and customer excellence group strategy of being best bank in service in UAE by contributing to the spread of customer excellence culture and behaviors in branches in alignment with CEG agenda and in coordination with respective area managers.

This position is for UAE Nationals only.

Key accountabilities of the role:

Responsibilities:

• Supporting CEG Leadership team with their customer experience strategic and AD HOC initiatives in a timely manner.

• Work closely with both CEG and area manager to improve customer experience overall level in areas branches act as a customer experience ambassador and help area manager elevate the service level in his area through daily engagement with different branches and provide a clear detailed picture on service issues while providing suggesting improvement actions along with direct support in implementation.

• Monitoring area branches performance in customer satisfaction as per ADIB service standards and help them to maintain highest standards through identifying service gaps and introduce a problem-solving approach.

• Educate frontline staff with main points of mystery shopper report and customer service standards also seek staff feedback and suggestions on proposed service improvement ideas assess them and work with CEG and other stakeholders on implementing valid and doable ideas.

• Communicate with branches and follow up on staff attitude complaints on daily basis conduct a thorough investigation and provide a report with recommendations to both CEG and area manager.

• Monitor the high wait time queue system and customer feedback devices for respective area branches and highlight it to the management with a suggested action plan and work on implementation in partnership with branch and area managers.

Visiting different branches in area on ongoing basis to:

• Meet customers in branches help them where applicable and provide a detailed report to seniors.

• Monitor the branch staff on service behaviors as well as branch premises and any related customer service issues

• Act as brand and CEG ambassador and promote service excellence on the ground

• Conduct Quality and Service training for new joiners in the branches

Specialist skills / technical knowledge technical competencies required for this role:

• Bachelors degree required

• Must be fluent in English

• Customer Centric Mentality

• Familiarity with bank systems products services especially in branches

• Ability to multi-task / address many issues simultaneously

• Team player

• Must be willing to travel to all areas in UAE.

• Excellent in MS office (Excel PowerPoint word)

Previous experience:

• Experience in branches is preferred.

• In depth understanding of ADIB culture systems products and services

Required Experience:

Manager