Customer Insights & Performance Leader

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 360,000 - 720,000; Full time

Job summary

First Abu Dhabi Bank (FAB) seeks a senior professional to lead strategic support for the customer experience function in Dubai. You will oversee service monitoring, develop analytics and actionable insights, and drive cross‑functional collaboration to deliver improvement initiatives aligned with FAB’s strategy.

The role requires strong governance, stakeholder management, and the ability to translate customer feedback into program outcomes, with a focus on end‑to‑end customer value across

Qualifications

• Bachelor’s degree required.
• 5–10 years of relevant experience.

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 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.
• Prepare reports and dashboards with accurate data for senior management.

Education

Bachelor’s Degree

Job description

First Abu Dhabi Bank (FAB) seeks a senior professional to lead strategic support for the customer experience function in Dubai. You will oversee service monitoring, develop analytics and actionable insights, and drive cross‑functional collaboration to deliver improvement initiatives aligned with FAB’s strategy.

The role requires strong governance, stakeholder management, and the ability to translate customer feedback into program outcomes, with a focus on end‑to‑end customer value across