Customer Experience Manager

About the role

The Customer Experience Manager will drive ADIB’s strategy to become the best‑served bank in the UAE. Reporting to the CEG Leadership team, the role focuses on embedding a culture of customer excellence across branches and supporting area managers to raise service standards. The position is open to UAE nationals and requires regular travel across the Emirates.

Key responsibilities

• Support CEG leadership with strategic and ad‑hoc initiatives to improve customer experience.
• Partner with area managers to monitor and elevate branch performance against ADIB service standards.
• Analyse mystery shopper reports, identify service gaps and implement improvement actions.
• Investigate staff attitude complaints, produce recommendations and follow‑up with branches.
• Track high‑wait‑time queues and feedback devices, presenting action plans to management.
• Visit branches regularly to meet customers, observe service behaviours and report findings.
• Deliver quality and service training for new joiners in branches.

Required profile

• Bachelor’s degree required.
• UAE national.
• Fluent in English.
• Willingness to travel across all UAE areas.
• Experience in bank branches preferred.

Required skills

• Proficiency in MS Office (Excel, PowerPoint, Word).
• Familiarity with bank systems, products and services, especially in branch environments.