Customer Insights & Performance Lead

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 180,000 - 270,000; Full time

Job summary

First Abu Dhabi Bank (FAB) seeks a seasoned Customer Experience professional to drive the Service Monitoring and Customer Insights roadmap. You will oversee KPI monitoring, reporting across channels, and collaborate with IT, operations and marketing to deliver initiatives.

You will manage surveys (NPS, CSAT) and translate feedback into actionable insights for senior management, supporting FAB's customer-centric strategy.

Qualifications

• Minimum Bachelor's degree.
• 5–10 years of experience in customer experience, CX, or similar.

Responsibilities

• Assist in implementing the Service Monitoring and Customer Insights roadmap.
• Ensure effective execution of customer experience strategies across business groups.
• Oversee day-to-day monitoring and reporting of service KPIs across channels and products.
• Manage execution of customer surveys (NPS, CSAT) and deliver insights.
• Prepare reports and dashboards with accurate data for senior management.
• Collaborate with IT, operations and marketing to implement projects.

Skills

Customer experience

Data analytics

Stakeholder collaboration

Leadership

Change management

Project management

Education

Bachelor's Degree

Job description

First Abu Dhabi Bank (FAB) seeks a seasoned Customer Experience professional to drive the Service Monitoring and Customer Insights roadmap. You will oversee KPI monitoring, reporting across channels, and collaborate with IT, operations and marketing to deliver initiatives.

You will manage surveys (NPS, CSAT) and translate feedback into actionable insights for senior management, supporting FAB's customer-centric strategy.