About the Role
The Customer Experience Manager is responsible for executing the bank and customer excellence group strategy to establish the organization as the best bank in service in the UAE. This role involves fostering a culture of customer excellence in branches, aligning activities with the Customer Excellence Group (CEG) agenda, and collaborating with area managers.
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This position is exclusively open to UAE Nationals.
Key Accountabilities & Responsibilities
- Support the CEG Leadership team with customer experience strategic initiatives and ad hoc projects in a timely manner.
- Collaborate with CEG and area managers to enhance the overall customer experience across branches, acting as a customer experience ambassador and aiding area managers in improving service levels through daily engagement with various branches.
- Monitor branch performance in customer satisfaction according to service standards, identifying service gaps, and employing a problem-solving approach to maintain high standards.
- Educate frontline staff on key points from mystery shopper reports and customer service standards, seeking staff feedback on potential service improvements, assessing these suggestions, and coordinating with CEG and other stakeholders for implementation.
- Communicate regularly with branches, addressing staff attitude complaints with thorough investigations and providing reports with recommendations to both CEG and area managers.
- Track high wait times and customer feedback across area branches, presenting findings to management along with proposed action plans and assisting in their execution in partnership with branch and area managers.
Visiting different branches on an ongoing basis to:
- Engage with customers, assisting them where applicable and reporting insights to senior management.
- Observe branch staff service behaviors and premises to identify any related customer service issues.
- Serve as a brand and CEG ambassador, promoting a standard of service excellence on-site.
- Conduct training on Quality and Service for new joiners within the branches.
Specialist Skills & Technical Knowledge
- Bachelor’s degree required.
- Fluency in English is essential.
- Strong customer-centric mentality.
- Familiarity with bank systems, products, and services, particularly in branch settings.
- Ability to multitask and address numerous issues concurrently.
- Team player demeanor.
- Willingness to travel across all areas in the UAE.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word).
Previous Experience
- Preferably possess experience in branch operations.
- A thorough understanding of culture, systems, products, and services is beneficial.
