Manager, Customer Insights & Performance ( Dubai - Emiratised Role)

Remote DXB; Dubai; On-site; AED 260,000 - 420,000; Full time

Job summary

First Abu Dhabi Bank (FAB) seeks a seasoned professional to lead service monitoring and customer insights initiatives in Dubai. You will oversee KPI reporting, manage customer surveys (NPS, CSAT, benchmarking), and translate analytics into actionable business insights for multiple groups.

Responsibilities include directing strategy aligned with FAB vision, guiding process redesigns, and ensuring quality delivery by vendors in line with bank guidelines. 5–10 years of experience required.

Qualifications

• Bachelor's degree required.
• 5–10 years of relevant experience required.
• Experience in service monitoring and customer insights is preferred.

Responsibilities

• Implement the Service Monitoring and Customer Insights roadmap.
• Oversee day-to-day monitoring and reporting of service KPIs across all channels.
• Manage the execution of customer surveys including NPS, CSAT, and benchmarking.
• Perform data analytics to identify actionable insights for business groups.
• Develop and direct the implementation of functional strategy aligned with FAB vision.
• Lead key business process redesigns and transformation initiatives.
• Design and create service standards and KPIs across all segments and channels.
• Foster a customer-centric culture through training and coaching.
• Manage the full life cycle of project management including planning and execution.
• Ensure quality delivery by vendors in accordance with bank guidelines.
• Prepare and present progress reports and challenges to management.

Skills

Data analytics

Customer insights

KPI development

Project management

Vendor management

Education

Bachelor's Degree

Job description

Responsibilities

• Implement the Service Monitoring and Customer Insights roadmap
• Oversee day-to-day monitoring and reporting of service KPIs across all channels
• Manage the execution of customer surveys including NPS, CSAT, and benchmarking
• Perform data analytics to identify actionable insights for business groups
• Develop and direct the implementation of functional strategy aligned with FAB vision
• Lead key business process redesigns and transformation initiatives
• Design and create service standards and KPIs across all segments and channels
• Foster a customer-centric culture through training and coaching
• Manage the full life cycle of project management including planning and execution
• Ensure quality delivery by vendors in accordance with bank guidelines
• Prepare and present progress reports and challenges to management

Requirements

• Bachelor's Degree
• 5-10 years of relevant experience

About the Company

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages.