Customer Engagement Officer (Emiratization)

About the role

As a Customer Engagement Officer (Emiratization) at RAKBANK in Dubai, you will help shape the bank’s customer experience by turning feedback into actionable improvements. You will work across multiple channels to capture insights, monitor quality, and support initiatives that boost satisfaction and loyalty.

Key responsibilities

• Analyse feedback from surveys, complaints, digital channels and direct interactions to spot trends and improvement opportunities.
• Conduct customer satisfaction surveys and outreach calls, recording insights accurately.
• Monitor and resolve escalated complaints, ensuring timely closure.
• Perform quality‑assurance reviews of calls, emails and digital interactions against standards.
• Support mystery‑shopping programmes, prepare reports and track corrective actions.
• Use data‑analytics and AI‑enabled tools to generate insights, identify root causes and inform decisions.
• Prepare dashboards, presentations and management information packs for senior leadership.
• Collaborate with business, operations, digital and CX teams on continuous‑improvement projects.
• Maintain records, trackers and governance documentation in line with bank policies and regulatory requirements.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Banking & Finance, Data Analytics, IT, Customer Experience or related field.
• Fresh graduate or up to 3 years of relevant experience.
• Fluent in English and Arabic with strong written and verbal communication.
• Analytical mindset with ability to interpret customer data.
• Confidence engaging with customers and internal stakeholders.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• Data‑analytics tools
• AI‑enabled analytical tools