Manager, Research, Insights & Communications (Client Experience)

About the role

Ultimate HR Solutions is looking for a Manager, Research, Insights & Communications to join its Client Experience team in the UAE. The role sits at the heart of how the bank communicates, learns and innovates for its clients. It ensures that client email and SMS journeys are accurate, well sequenced and aligned with high customer experience standards, and plays a key part in managing communications during outages and service recovery, as well as in turning client feedback into improvements.

Key responsibilities

• Test, validate and coordinate all client-facing communications (email and SMS).
• Manage the bank-wide communications calendar to keep messages clear and avoid client fatigue.
• Support communication during outages, disruptions and service recovery events.
• Assist with governance reporting, audit trails, documentation and action tracking.
• Conduct research and insights activities, including surveys and client interactions.
• Drive client co-creation initiatives and support regulatory Consumer Education programmes.

Required profile

• Bachelor's degree in a relevant field.
• Proven experience in client communications and governance within the banking sector.
• Mandatory: prior experience in the banking industry.
• Excellent command of English, written and spoken.

Required skills

• Strong qualitative and quantitative research and analytical skills.
• Proficiency in Microsoft Office tools.
• Familiarity with email/SMS journeys, incident management and service recovery.