Senior Manager, Customer Insights & Performance

First Abu Dhabi Bank; Dubai; On-site; AED 250,000 - 420,000; Full time

Job summary

First Abu Dhabi Bank seeks an experienced professional to lead and shape the customer experience strategy across business groups in Dubai. You will drive the Service Monitoring and Customer Insights roadmap, manage KPIs, and oversee surveys to extract actionable insights for senior leadership.

You will collaborate with IT, operations and marketing to ensure timely delivery, continuously improve service standards, and align programs with FAB's strategic objectives.

Qualifications

• Bachelor’s degree required.
• 5–10 years of experience in customer experience or related programs preferred.

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 channels and products.
• Identify trends, performance gaps and improvement opportunities, escalating issues as needed.
• Manage execution of customer surveys (NPS, CSAT) and translate feedback into actionable insights.
• Prepare reports and dashboards, ensuring data accuracy and timely delivery.
• Lead collaboration with IT, operations and marketing to implement projects.

Education

Bachelor’s Degree

Job description

First Abu Dhabi Bank seeks an experienced professional to lead and shape the customer experience strategy across business groups in Dubai. You will drive the Service Monitoring and Customer Insights roadmap, manage KPIs, and oversee surveys to extract actionable insights for senior leadership.

You will collaborate with IT, operations and marketing to ensure timely delivery, continuously improve service standards, and align programs with FAB's strategic objectives.