Customer Insights & Performance Manager — Drive CX

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

First Abu Dhabi Bank (FAB) in Dubai seeks a seasoned professional to lead customer experience initiatives, monitor service performance, and drive data-driven decisions across business groups. The role emphasizes cross-functional collaboration with IT, operations, and marketing to deliver strategic outcomes aligned with FAB’s vision.

The position demands strong project management, analytical capabilities, and the ability to translate customer feedback into actionable improvements across channels.

Qualifications

• Bachelor’s Degree is required.
• 5-10 years of experience required.

Responsibilities

• Assist in implementing the Service Monitoring and Customer Insights roadmap as defined by the Head of the function.
• Oversee day-to-day monitoring and reporting of service KPIs across channels and products.
• Manage execution of customer surveys (NPS, CSAT, benchmarking) and provide actionable insights.
• Prepare reports/dashboards and deliver data-driven summaries to senior management.
• Collaborate with IT, operations, and marketing to implement projects and drive FAB strategy.

Education

Bachelor’s Degree

Job description

First Abu Dhabi Bank (FAB) in Dubai seeks a seasoned professional to lead customer experience initiatives, monitor service performance, and drive data-driven decisions across business groups. The role emphasizes cross-functional collaboration with IT, operations, and marketing to deliver strategic outcomes aligned with FAB’s vision.

The position demands strong project management, analytical capabilities, and the ability to translate customer feedback into actionable improvements across channels.