Customer Experience Manager

Abu Dhabi Islamic Bank
Abu Dhabi
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Customer centric mentality","Multi-tasking","Team player","Excellent MS Office skills"]

Drive customer experience excellence across UAE branches by supporting the bank’s customer excellence group strategy and initiatives. Partner with CEG and area managers to improve service levels through daily branch engagement, performance monitoring, mystery shopper insights, staff coaching, and handling service-attitude complaints. Track high-wait-time queues and customer feedback devices, recommend actions, and support implementation while visiting branches for reporting and training.

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FursaFursa
Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank
1 day ago

Customer Experience Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Drive customer experience excellence across UAE branches by supporting the bank’s customer excellence group strategy and initiatives. Partner with CEG and area managers to improve service levels through daily branch engagement, performance monitoring, mystery shopper insights, staff coaching, and handling service-attitude complaints. Track high-wait-time queues and customer feedback devices, recommend actions, and support implementation while visiting branches for reporting and training.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Support CEG leadership with customer experience strategy and ad hoc initiatives in a timely manner.
  • •Improve overall customer experience in area branches through daily engagement, service monitoring, and identifying service gaps.
  • •Educate frontline staff using mystery shopper report insights and customer service standards; gather staff feedback and help implement valid improvements.
  • •Investigate and report on staff attitude complaints, and communicate follow-ups to branches and area managers.
  • •Monitor high-wait-time queue systems and customer feedback devices, propose action plans, and travel to branches for service and premises monitoring and training.
Travel: High travel

Key Requirements

  • •Bachelor’s degree required.
  • •Fluent in English.
  • •Customer centric mentality and ability to multi-task/address many issues simultaneously.
  • •Experience in branches is preferred.
  • •Familiarity with bank systems, products, and services, especially in branches.
Education:Bachelor's
Skills:Customer centric mentalityMulti-taskingTeam playerExcellent MS Office skills
Languages:English
Tech Stack:MS OfficeExcelPowerPointWord

Eligibility

Nationality:UAE National

Company Brief

Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank (ADIB) is a public Islamic bank providing retail, corporate, wealth and investment banking services across the UAE and international markets, offering Sharia-compliant financial products and digital banking solutions.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 1997
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