Customer Experience Manager

Responsibilities

• Support the CEG Leadership team with customer experience strategic and ad hoc initiatives
• Partner with area managers to improve service levels in branches through daily engagement and implementation of improvement actions
• Monitor branch performance in customer satisfaction and identify service gaps using a problem-solving approach
• Educate frontline staff on mystery shopper reports and customer service standards
• Investigate staff attitude complaints and provide recommendations to management
• Monitor queue systems and customer feedback devices to suggest and implement action plans
• Visit branches to meet customers, monitor staff behaviors, and promote service excellence
• Conduct Quality and Service training for new branch joiners

Requirements

• Bachelor's degree
• Fluency in English
• Customer-centric mentality
• Familiarity with bank systems, products, and services
• Ability to multi-task and work as a team player
• Willingness to travel to all areas in the UAE
• Proficiency in MS Office (Excel, PowerPoint, Word)
• Must be a UAE National

Preferred Qualifications

• Previous experience working in bank branches
• In-depth understanding of ADIB culture, systems, and products