Customer Insights & Performance Lead

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

First Abu Dhabi Bank (FAB) seeks an experienced customer experience leader to drive service monitoring, data analytics, and survey programs across UAE business groups. You will collaborate with senior stakeholders to set priorities, deliver milestones, and implement improvements to the end-to-end customer journey.

The role emphasizes KPI reporting, governance, and cross-functional execution to enhance customer satisfaction and loyalty within FAB's framework.

Qualifications

• Bachelor’s degree required.

Responsibilities

• Assist in implementing the Service Monitoring and Customer Insights roadmap as defined by the Head of the function.
• Ensure effective execution of customer experience strategies and initiatives across business groups.
• Collaborate with the Head to set priorities, milestones, and deliverables for projects and initiatives.
• Oversee the day-to-day monitoring and reporting of service KPIs across all channels and products.
• Identify trends, performance gaps, and improvement opportunities, escalating issues as needed.
• Ensure the accuracy and timeliness of performance data shared with stakeholders.
• Manage the execution of customer surveys, including NPS, CSAT, and benchmarking surveys, ensuring alignment with objectives.
• Coordinate with internal teams to deploy surveys, analyse feedback, and deliver actionable insights.
• Support focus group activities and customer engagement surveys to gather deeper insights.
• Preparation of reports and dashboards, ensuring data accuracy and timely delivery.
• Perform data analytics to identify actionable insights for business groups.
• Provide summaries of customer insights to guide decision-making by senior management.
• Collaborate with stakeholders, including IT, operations, and marketing, to ensure the seamless implementation of projects.
• Develops and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives.
• Leads key Business process improvements and transformation initiatives as highlighted by customer feedback.
• Manages the full life cycle of project management including planning, execution and handovers.
• Designs and creates service standards and KPIs across all segments and touch points.
• Accelerates adoption of customer service standards/metrics through training and coaching.

Education

Bachelor’s Degree

Job description

First Abu Dhabi Bank (FAB) seeks an experienced customer experience leader to drive service monitoring, data analytics, and survey programs across UAE business groups. You will collaborate with senior stakeholders to set priorities, deliver milestones, and implement improvements to the end-to-end customer journey.

The role emphasizes KPI reporting, governance, and cross-functional execution to enhance customer satisfaction and loyalty within FAB's framework.