Customer Insights & Performance Strategy Lead

First Abu Dhabi Bank FAB; United Arab Emirates; On-site; AED 180,000 - 300,000; Full time

Job summary

First Abu Dhabi Bank FAB is seeking a seasoned professional to drive strategic support and execution of the Service Monitoring and Customer Insights roadmap. You will partner with the Head of the function to set priorities, milestones and deliverables for major projects across business groups.

In this role you will oversee day-to-day service KPI monitoring across channels, manage customer surveys (NPS/CSAT and benchmarking), and prepare reports and dashboards.

Qualifications

• Minimum Bachelor's degree.
• 5-10 years of experience required.

Responsibilities

• Strategic support and execution of the Service Monitoring and Customer Insights roadmap across business groups.
• Oversee the day-to-day monitoring and reporting of service KPIs across all channels and products, identify trends and gaps.
• Manage the execution of customer surveys including NPS CSAT and benchmarking, and translate feedback into actionable insights.
• Prepare reports and dashboards ensuring data accuracy and timely delivery; provide summaries to senior management.
• Collaborate with IT operations and marketing to ensure seamless project implementation and alignment with objectives.

Education

Bachelor's Degree

Job description

First Abu Dhabi Bank FAB is seeking a seasoned professional to drive strategic support and execution of the Service Monitoring and Customer Insights roadmap. You will partner with the Head of the function to set priorities, milestones and deliverables for major projects across business groups.

In this role you will oversee day-to-day service KPI monitoring across channels, manage customer surveys (NPS/CSAT and benchmarking), and prepare reports and dashboards.