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

Responsibilities

• Implement the Service Monitoring and Customer Insights roadmap
• Oversee day-to-day monitoring and reporting of service KPIs across all channels
• Manage the execution of customer surveys including NPS, CSAT, and benchmarking
• Perform data analytics to identify actionable insights for business groups
• Develop and direct the implementation of functional strategy aligned with FAB vision
• Lead key business process redesigns and transformation initiatives
• Design and create service standards and KPIs across all segments and channels
• Foster a customer-centric culture through training and coaching
• Manage the full life cycle of project management including planning and execution
• Ensure quality delivery by vendors in accordance with bank guidelines
• Prepare and present progress reports and challenges to management

Requirements

• Bachelor's Degree
• 5-10 years of relevant experience

About the Company

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages.