Service Culture Specialist (Emiratised) – Dubai

About the role

The Specialist, Service Culture supports the Head of Service Culture in implementing and monitoring initiatives that embed a customer‑first mindset across the bank. The role operationalises programs, tracks performance metrics and engages employees to ensure consistent adoption of service‑excellence behaviours.

Key responsibilities

• Support execution of service culture initiatives, including training roll‑outs, communication campaigns and employee engagement activities.
• Coordinate with cross‑functional teams to ensure seamless delivery and alignment with the bank’s overall strategy.
• Track adoption of initiatives, collect employee engagement and customer feedback data, and prepare performance dashboards.
• Act as point of contact for employees, managing queries, coordinating recognition programmes and gathering feedback for continuous improvement.
• Assist in developing and delivering training materials, workshops and e‑learning modules to reinforce service culture expectations.
• Partner with HR, marketing and frontline teams to communicate programme goals and values consistently.
• Identify process improvement opportunities and contribute to new tools and methodologies that promote a customer‑first mindset.