Client Experience Analyst – Institutional Onboarding

About the role

The Client Experience Analyst will support the onboarding and ongoing service experience for institutional and corporate clients of Ghaf Benefits, Lunate's alternative end‑of‑service benefits platform. Working closely with the Client Experience Manager and Sales team, the role ensures a smooth transition from prospect to client and delivers high‑quality service aligned with the platform’s commitment to excellence.

Key responsibilities

• Assist with end‑to‑end client onboarding in collaboration with Sales and Client Experience teams.
• Act as the primary point of contact for clients during onboarding and initial implementation.
• Prepare and maintain onboarding documentation, FAQs, and support materials.
• Coordinate with Operations, Compliance, and Product teams to ensure a seamless client experience.
• Ensure timely and accurate setup of client accounts and investment structures.
• Monitor client satisfaction, escalating issues promptly to the Manager.
• Gather and analyse client feedback to drive continuous improvement of the onboarding journey.
• Support initiatives that enhance client engagement and retention.
• Maintain accurate records of client interactions and onboarding progress.

Required profile

• Bachelor’s degree in Business, Finance, or a related field.
• 5–8 years of experience in client service, onboarding, or relationship management, preferably within financial services or investment platforms.
• Strong interpersonal and communication skills with the ability to manage multiple client relationships.
• Familiarity with investment products and regulatory frameworks in the UAE is an advantage.
• Detail‑oriented with strong organisational and problem‑solving abilities.

Required skills