Customer Insights & Performance Manager (Emiratised)

About the role

The Manager, Customer Insights and Performance will support the Head of the function in delivering the Service Monitoring and Customer Insights roadmap across FAB's business groups. This Emiratised position focuses on translating customer feedback into actionable strategies that improve service standards and drive loyalty.

Key responsibilities

• Oversee day‑to‑day monitoring and reporting of service KPIs across all channels and products, identifying trends and performance gaps.
• Manage the execution of customer surveys (NPS, CSAT, benchmarking) and analyse feedback to provide actionable insights.
• Prepare and deliver reports, dashboards and data‑driven recommendations to senior management.
• Lead redesign of key customer processes, develop service standards and KPIs, and drive adoption through training and coaching.
• Collaborate with IT, operations, marketing and other stakeholders to implement customer‑experience initiatives and ensure data accuracy.

Required profile

• Bachelor’s degree (any discipline).
• 5–10 years of experience in customer insights, analytics, or service performance management, preferably within banking or financial services.
• Emirati nationality (Emiratised role) and strong stakeholder management skills.