Customer Experience Manager

About the role

The Customer Experience Manager will execute ADIB’s strategy to become the best‑served bank in the UAE by fostering a culture of customer excellence across branches. The role focuses on driving service standards, addressing gaps, and supporting area managers in delivering superior experiences.

Key responsibilities

• Support CEG leadership with strategic and ad‑hoc customer experience initiatives.
• Collaborate with area managers to elevate service levels through daily branch engagement and detailed issue reporting.
• Monitor customer satisfaction metrics, identify service gaps, and implement problem‑solving actions.
• Educate frontline staff on mystery‑shopper findings and service standards, gathering feedback for improvement.
• Investigate staff attitude complaints, produce reports with recommendations, and follow up with branches.
• Visit branches regularly to meet customers, assess service behaviors, and act as a brand ambassador.

Required profile

• Bachelor’s degree required.
• Fluent in English.
• Customer‑centric mindset.
• Familiarity with bank systems, products, and services, especially in branches.
• Ability to multitask and address multiple issues simultaneously.
• Team player willing to travel across the UAE.

Required skills

• Excel
• PowerPoint
• Word