Customer Experience Manager

About the role

ADIB Group is looking for a Customer Experience Manager based in Abu Dhabi. The role helps execute the bank's customer excellence strategy, spreading a culture of customer excellence across branches in line with the Customer Excellence Group agenda and working with area managers. It is open only to UAE nationals.

Key responsibilities

• Support the CEG leadership team with customer experience strategy and ad hoc initiatives.
• Work with CEG and area managers to raise service levels across branches, acting as a customer experience ambassador and reporting service issues with suggested improvements.
• Monitor branch performance against ADIB service standards, identify service gaps and apply a problem-solving approach.
• Educate frontline staff on mystery shopper reports and service standards, gather staff feedback and help implement valid improvement ideas.
• Follow up daily on staff attitude complaints, investigate thoroughly and report findings with recommendations.
• Monitor wait times, queues and customer feedback devices, propose action plans and work with branch and area managers on implementation.
• Visit branches regularly to meet customers, monitor staff service behaviour and premises, and act as brand and CEG ambassador.
• Deliver quality and service training for new joiners in branches.

Required profile

• Bachelor's degree.
• Fluent in English.
• Customer centric mentality and familiarity with bank systems, products and services, especially in branches.
• Ability to multi-task and work as a team player; willing to travel to all areas in the UAE.
• Previous branch experience preferred; in-depth understanding of ADIB culture, systems, products and services.

Required skills

• Excellent MS Office skills (Excel, PowerPoint, Word).