Officer Customer Engagement (Emiratization)

About the role

The Officer Customer Engagement will enhance the bank’s customer experience by capturing, analysing and acting on feedback from multiple channels. This role supports RAKBANK’s commitment to service excellence and drives improvements that boost satisfaction and loyalty.

Key responsibilities

• Analyse feedback from surveys, complaints, digital channels and interactions to identify trends and improvement opportunities.
• Conduct customer satisfaction surveys and outreach calls, accurately recording insights.
• Monitor and resolve escalations and complaints, ensuring timely closure.
• Perform quality‑assurance reviews of calls, emails and digital interactions against standards.
• Support mystery‑shopping programmes, prepare reports and track corrective actions.
• Use data‑analytics and AI‑enabled tools to generate insights and support decision‑making.
• Prepare engagement reports, dashboards and presentations for management.
• Partner with business, operations, digital and CX teams on continuous‑improvement initiatives.
• Maintain records, trackers and governance documentation in line with policies and regulations.
• Ensure compliance with customer protection, data‑privacy and information‑security standards.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Banking & Finance, Data Analytics, IT, Customer Experience or related field.
• Fresh graduate or up to 3 years of relevant experience.
• Fluent in English and Arabic with strong verbal and written communication skills.
• Analytical mindset with ability to interpret feedback and data.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Confidence engaging with customers and stakeholders.

Required skills

• Microsoft Excel
• Microsoft PowerPoint

What we offer

• Competitive compensation and benefits package.
• Medical coverage for employee and family.
• Inclusive, collaborative work environment.
• Learning and development opportunities.
• Exposure to advanced CX and digital transformation initiatives.
• Career growth within a leading UAE bank.