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

First Abu Dhabi Bank
Dubai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5-10 yearsEducation: bachelorsSkills: []

Lead customer experience performance by executing a customer insights and service monitoring roadmap. Oversee KPI monitoring across channels, identify trends and performance gaps, and ensure accurate, timely reporting of dashboards and analytics. Manage NPS, CSAT, and benchmarking surveys, analyze feedback into actionable insights, and collaborate with IT, operations, and marketing to deliver customer journey improvements. Provide strategic counsel and support transformation initiatives aligned with bank objectives.

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FursaFursa
First Abu Dhabi Bank
First Abu Dhabi Bank
3 days ago

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

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Last checked: 4 minutes agoStatus: Live

Job Summary

Lead customer experience performance by executing a customer insights and service monitoring roadmap. Oversee KPI monitoring across channels, identify trends and performance gaps, and ensure accurate, timely reporting of dashboards and analytics. Manage NPS, CSAT, and benchmarking surveys, analyze feedback into actionable insights, and collaborate with IT, operations, and marketing to deliver customer journey improvements. Provide strategic counsel and support transformation initiatives aligned with bank objectives.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Implement the Service Monitoring and Customer Insights roadmap in coordination with the Head of function.
  • •Oversee day-to-day monitoring and reporting of service KPIs across channels and products, escalating issues as needed.
  • •Manage customer surveys (NPS, CSAT, benchmarking) including execution, feedback analysis, and delivery of actionable insights.
  • •Develop roadmaps and manage full project lifecycles for acquisition/service process redesign and customer experience transformation.
  • •Design service standards and KPIs, benchmark best practices, and ensure systems/processes exist to manage and report customer experience performance data.

Key Requirements

  • •Bachelor’s degree.
  • •5–10 years of experience.
  • •Develop and implement customer experience functional strategy aligned to group objectives.
  • •Provide subject matter expertise and counsel to leadership on customer experience analytics and programs.
  • •Manage end-to-end project lifecycles for customer journey and service transformation initiatives.
Experience:5-10 years
Education:Bachelor's

Company Brief

First Abu Dhabi Bank
First Abu Dhabi Bank (FAB) is the UAE’s largest bank, offering retail, corporate, investment banking, wealth and Islamic banking services across multiple continents, formed by the 2017 merger of First Gulf Bank and National Bank of Abu Dhabi.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2017
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