Specialist Service Culture – Emiratised Role (Dubai)

About the role

The role holder supports the Head of Service Culture in implementing and monitoring service‑culture initiatives. The position focuses on operationalising programmes, tracking performance and engaging employees to embed customer‑first behaviours across the organisation.

Key responsibilities

• Support the Head of Service Culture in implementing initiatives and aligning them with the bank’s strategy.
• Assist in rolling out training programmes, communication campaigns and employee engagement activities.
• Track adoption of service‑culture programmes, collect employee and customer feedback, and produce performance dashboards.
• Act as the first point of contact for staff queries, coordinate recognition events and gather improvement suggestions.
• Help develop and deliver training materials, workshops and e‑learning modules.
• Collaborate with HR, marketing and frontline teams to ensure consistent messaging and seamless execution.
• Identify process‑improvement opportunities and contribute to new tools that promote a customer‑first mindset.

Required profile

• Demonstrated ability to support strategic initiatives and provide subject‑matter expertise.
• Strong project‑management skills, including planning, execution and handover.
• Experience in employee engagement, training delivery and change‑management.
• Leadership qualities to motivate teams and drive adherence to organisational values.
• Analytical mindset to monitor performance metrics and recommend improvements.