Assistant Manager, RCA & Customer Insights

About the role

The Assistant Manager, RCA & Customer Insights will lead root cause analysis of customer complaints, develop actionable insights, and drive process improvements to enhance the customer experience within Mashreq's Customer Care Unit.

Key responsibilities

• Conduct deep‑dive root cause analysis on customer complaints to identify patterns, trends, and underlying issues across processes, systems, policies, and people.
• Develop actionable insights and recommendations to address recurring pain points and improve the overall customer experience.
• Collaborate with cross‑functional teams to drive process enhancement projects and support service recovery initiatives.
• Facilitate workshops, brainstorming sessions, and service‑recovery discussions with key business units.
• Use data analytics and customer insights to propose and support process change initiatives.
• Provide regular coaching, training, and feedback to complaints‑handling agents based on RCA findings.
• Lead quality assessment exercises, ensuring adherence to best‑practice resolution standards.
• Track and report on the impact of implemented changes, preparing decks and reports for senior leadership.