Customer Insights & Performance Lead

First Abu Dhabi Bank; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

First Abu Dhabi Bank (FAB) in Dubai seeks a senior professional to provide strategic support for the Service Monitoring and Customer Insights roadmap. You will oversee KPI tracking, surveys, and data analytics to drive service enhancements across business groups, collaborating with IT, operations, and marketing to deliver projects and improvements.

Role demands strong leadership, process redesign capability, and a track record in customer experience, driving FAB's customer-centric strategy and

Qualifications

• Bachelor’s degree required.
• 5–10 years of experience in a related role.
• Proven track record in customer experience and service delivery.

Responsibilities

• Assist in implementing the Service Monitoring and Customer Insights roadmap.
• Oversee day-to-day monitoring and reporting of service KPIs across channels.
• Manage customer surveys (NPS, CSAT, benchmarking) and deliver actionable insights.
• Prepare reports and dashboards with accurate data for senior management.
• Collaborate with IT, operations and marketing to implement projects.
• Develop and implement the functional strategy aligned with FAB goals.
• Lead change management and transformation initiatives within the department.
• Ensure timely and high-quality project delivery and outcomes.

Skills

Stakeholder management

Data analytics

Project coordination

Customer experience

Education

Bachelor’s Degree

Job description

First Abu Dhabi Bank (FAB) in Dubai seeks a senior professional to provide strategic support for the Service Monitoring and Customer Insights roadmap. You will oversee KPI tracking, surveys, and data analytics to drive service enhancements across business groups, collaborating with IT, operations, and marketing to deliver projects and improvements.

Role demands strong leadership, process redesign capability, and a track record in customer experience, driving FAB's customer-centric strategy and