Officer Customer Engagement Emiratization

RAKBANK; Dubai; On-site; AED 70,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Medical coverage for you and family

Learning and development opportunities

Job summary

RAKBANK in Dubai is seeking an Officer - Customer Engagement to enhance customer experiences by capturing feedback, performing QA reviews, and guiding service improvements. You will analyze data from surveys and channels, conduct engagement activities, and support governance and reporting.

The role involves partnering with business, operations, digital and customer experience teams to drive continuous improvement, while maintaining data privacy and security standards.

Qualifications

• Bachelor's degree in business administration, marketing, banking & finance, data analytics, information technology, customer experience, or related field.
• Fresh graduate or up to 3 years of relevant experience.
• Fluent in English and Arabic with strong verbal and written communication skills.
• Strong analytical mindset with the ability to interpret customer feedback and data.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Responsibilities

• Analyze customer feedback from surveys, complaints, digital channels and interactions to identify trends and service improvement opportunities.
• Conduct customer satisfaction surveys and engagement activities across key customer touchpoints.
• Perform outreach calls, capturing customer feedback and concerns accurately.
• Monitor and track feedback, escalations, and complaints through to resolution.
• Conduct quality assurance reviews of calls, emails, and digital interactions against standards.
• Support Mystery Shopping programs by reviewing findings, preparing reports and tracking actions.
• Use data analytics and AI-enabled tools to generate insights and support decision-making.
• Prepare customer engagement reports, dashboards and management information packs.
• Support continuous improvement by partnering with business, operations, digital and customer experience teams.
• Maintain records, trackers and governance documentation in line with policies and regulatory requirements.
• Ensure adherence to customer protection, data privacy and information security standards.
• Contribute to enhancing customer satisfaction, advocacy and service excellence across the Bank.

Skills

Bilingual English/Arabic

Analytical mindset

Communication skills

Education

Bachelor's degree

Tools

Excel

PowerPoint

Microsoft Office

Job description

Job Description:

At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank, we are a community that thrives on teamwork, customer-centricity, and delivering exceptional experiences across every customer interaction.

As an Officer - Customer Engagement, you will play a key role in enhancing customer experience by capturing and analyzing customer feedback, conducting quality assurance reviews, managing customer engagement activities, and identifying opportunities for service improvement. The role supports the Banks commitment to customer excellence by transforming customer insights into meaningful actions that improve satisfaction, loyalty, and service quality.

What Youll Be Doing:

• Analyze customer feedback from surveys, complaints, digital channels, and customer interactions to identify trends and service improvement opportunities.
• Conduct customer satisfaction surveys and engagement activities across key customer touchpoints.
• Perform customer outreach calls professionally, accurately capturing customer feedback and concerns.
• Monitor and track customer feedback, escalations, and complaints through to resolution.
• Conduct quality assurance reviews of calls, emails, and digital interactions against predefined standards.
• Support Mystery Shopping programs by reviewing findings, preparing reports, and tracking corrective actions.
• Use data analytics and AI-enabled tools to generate insights, identify root causes, and support decision-making.
• Prepare customer engagement reports, dashboards, presentations, and management information packs.
• Support continuous improvement initiatives by partnering with business, operations, digital, and customer experience teams.
• Maintain accurate records, trackers, and governance documentation in line with Bank policies and regulatory requirements.
• Ensure adherence to customer protection, data privacy, and information security standards.
• Contribute to enhancing customer satisfaction, advocacy, and overall service excellence across the Bank.

What Were Looking For:

• Bachelors degree in business administration, Marketing, Banking & Finance, Data Analytics, Information Technology, Customer Experience, or a related discipline.
• Fresh graduate or up to 3 years of relevant experience.
• Fluent in English and Arabic, with strong verbal and written communication skills.
• Strong analytical mindset with the ability to interpret customer feedback and data.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Ability to engage confidently with customers and stakeholders.
• Exposure to customer experience, quality assurance, customer analytics, surveys, contact centers, or customer engagement activities will be an advantage.

What You Should Have:

• Customer Experience and Customer Service Orientation
• Analytical and Problem-Solving Skills
• Communication and Presentation Skills
• Stakeholder Management Skills
• Data Analysis and Reporting Skills
• Quality Assurance and Process Improvement Mindset
• Attention to Detail
• Time Management and Organizational Skills
• Microsoft Office Proficiency
• AI and Digital Literacy
• Adaptability and Continuous Learning Mindset

Whats In It For You:

• Competitive compensation and benefits package.
• Medical coverage for you and your family.
• Inclusive and collaborative work environment.
• Learning and development opportunities.
• Exposure to advanced customer experience and digital transformation initiatives.
• Career growth opportunities within one of the UAEs leading banks.
• Opportunity to contribute to meaningful customer-centric initiatives and service excellence programs.