Customer Insights & Performance Manager

About the role

First Abu Dhabi Bank is seeking a Manager to lead Customer Insights and Performance initiatives in Dubai. The role supports the Head of function in delivering the service monitoring roadmap and enhancing customer experience across the bank’s business groups.

Key responsibilities

• Assist in implementing the Service Monitoring and Customer Insights roadmap, setting priorities, milestones and deliverables.
• Oversee daily monitoring and reporting of service KPIs across all channels and products, identify trends and performance gaps, and escalate issues.
• Manage the execution of customer surveys (NPS, CSAT, benchmarking), coordinate deployment, analyse feedback and provide actionable insights.
• Prepare reports and dashboards, perform data analytics to generate insights for senior management.
• Collaborate with IT, operations, marketing and other stakeholders to ensure seamless project implementation.
• Develop and drive functional strategy aligned with FAB’s vision, redesign key customer processes, and define service standards and KPIs.
• Lead end‑to‑end project management, from planning through execution and handover.

Required profile

• Proven experience in customer insights, performance monitoring or related analytics within a banking or financial services environment.
• Strong understanding of survey methodologies (NPS, CSAT) and ability to translate feedback into business actions.
• Excellent stakeholder management and communication skills across cross‑functional teams.
• Ability to lead strategic initiatives and manage full project life‑cycles.

Required skills