Specialist - Client Experience and Strategic Initiatives

Abu Dhabi Commercial Bank; Abu Dhabi; Hybrid; AED 120,000 - 160,000; Full time

Job summary

A leading financial institution in Abu Dhabi is seeking a Specialist for Client Experience and Strategic Initiatives. This role emphasizes improving service delivery, analyzing customer feedback, and collaborating with teams to enhance client satisfaction. Candidates should have at least 4 years of relevant experience and be fluent in Arabic and English. The position offers comprehensive benefits, competitive salary, and flexible working options.

Benefits

Competitive salary

Comprehensive benefits package

Flexible and remote working options

Learning and development opportunities

Qualifications

• At least 4 years of experience in service quality and customer experience initiatives, preferably within financial services.
• Fluent Arabic and English writing and verbal skills.
• Ability to conduct data and trend analysis.
• Familiar with using MS Office.

Responsibilities

• Drive improved service delivery performance and enhance customer experience.
• Assist the Strategy Committee Secretary in moderating and following up on meetings.
• Provide updates on strategic committees and initiatives.
• Keep project implementation plans updated and report on progress.
• Review customer research and trend analysis for insights.
• Collaborate with teams to implement customer experience initiatives.
• Conduct sessions to discuss customer trends and suggest improvements.
• Identify trends in performance reports and ensure compliance.
• Design initiatives to enhance client satisfaction.
• Monitor client feedback and identify improvement opportunities.
• Prepare executive-level reports and presentations.

Skills

Service quality and customer experience

Fluent in Arabic and English

Data and trend analysis

MS Office proficiency

Job description

Specialist - Client Experience and Strategic Initiatives

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

Specialist - Client Experience and Strategic Initiatives (For UAE National applicants)

About the business area

The Corporate & Investment Banking Group (CIBG) provides a portfolio of corporate banking services, including investment & transaction banking as well as financial market solutions. This sophisticated product suite is powered by efficient digital platforms and distribution channels. It serves a broad range of clients both domestically and across the MENA region, including government entities, financial institutions, large to mid-size corporates, and commercial clients (SMEs), and maintains strategic relationships with leading banks globally.

Key Responsibilities

• To undertake assigned tasks and analysis required in designing and implementation of initiatives in order to drive improved service delivery performance and enhance customer experience
• Collaborate and assist the Strategy Committee Secretary in moderating the meetings, recording and producing minutes and following up progress of agreed actions to ensure that actions agreed are understood and actioned within agreed timelines
• Review and confirm prepared updates for all Corporate and Investment Banking Group (CIBG) strategic committees and monthly Core Strategy Group meetings to ensure that actions and timelines agreed are understood by those to whom the actions are allocated
• Assist in the delivery of projects action steps and initiatives, keeping the project implementation plan updated and reporting on progress as required in order to support the delivery of Customer Experience agenda across the group
• Source data, review presented analysis, present the monthly productivity, progress against the service metrics, business case, and other performance metrics for the business unit to ensure full understanding on progress, trends and potential issues/delays
• Review customer research and trend analysis, preparing reports on filings on a monthly and quarterly basis in order to gain valuable insights into customer needs and behaviours
• Collaborate with cross functional teams to ensure customer experience framework and initiatives are implemented when required
• Conduct monthly sessions with respective managers to discuss customer trends and suggest areas for improvement
• Review and check presented reports related to business unit performance, Service Level Agreements (SLAs) audit items, management reports and dash-boards, identifying key trends and issues to ensure comprehensiveness, accuracy and compliance to policies and standards
• Design and implement initiatives to enhance client satisfaction and engagement across all touchpoints
• Monitor client feedback and service metrics to identify improvement opportunities
• Support in driving cross-functional projects aligned with organizational priorities, ensuring timely delivery and measurable impact
• Prepare executive-level reports and presentations on project progress and outcomes

Required Skills & Qualifications

• At least 4 years of experience in service quality and customer experience initiatives, preferably within financial services
• Fluent Arabic and English writing and verbal skills
• Ability to conduct data and trend analysis
• Familiar with using MS Office

What we offer

• Competitive Salary.Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.
• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.