Assistant Manager - Customer Experience, Employee Banking (UAE Nationals Only)

Role Overview

Assistant Manager - Customer Experience, Employee Banking at Emirates Islamic Bank, based in the UAE. This role is open to UAE Nationals only.

Company Overview

Emirates Islamic Bank was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles. As one of the leading Islamic banks in the UAE, the bank offers career opportunities for highly motivated professionals and graduates. Employees are valued as the organization's biggest asset, with continuous investment in Talent Management, Training, and Development programmes. Emiratization is a key strategic objective, with dedicated programmes to develop talented young Emiratis into future organizational and sector leaders. The bank is driven by values of Innovation, Customer Service, Ambition, and Ownership, and maintains a diverse work environment comprising over 60 nationalities.

Role Purpose

This role is responsible for enhancing the customer journey, improving service quality, and driving customer engagement to support business growth and sales objectives. The successful candidate will ensure a seamless customer experience from onboarding through product usage, while promoting digital adoption, customer satisfaction, and long-term loyalty.

Key Responsibilities

Stakeholder Management & Alignment

• Partner closely with sales teams to align customer experience initiatives with business and sales objectives.

Customer Journey & Service Quality

• Monitor customer journeys and address service-related issues to ensure a seamless and positive experience.
• Identify areas for improvement within customer-facing policies and processes to enhance onboarding and ongoing customer interactions.

Customer Engagement & Growth

• Develop and implement customer communication initiatives that drive engagement, product utilization, and cross-selling opportunities.
• Contribute to the development of strategies that strengthen customer trust, satisfaction, and loyalty.

Digital Adoption & Innovation

• Support digital adoption initiatives and promote awareness of digital banking solutions to enhance customer convenience and engagement.

Analytics & Reporting

• Analyze customer feedback, service quality metrics, and experience trends to recommend actionable improvements.
• Provide management with insights and recommendations to improve sales conversion, customer retention, and overall service excellence.

Qualifications & Experience

• Bachelor Degree.
• 1+ years in customer service or experience management, preferably within banking.

Skills & Competencies

• Strong analytical skills.
• Excellent communication skills.
• Knowledge of banking products and channels.
• Familiarity with banking regulations.
• Proficiency in CRM and customer feedback tools.
• Proficiency in Microsoft Office.

Additional Information

• Competitive salary and benefits package.
• Strong emphasis on work-life balance and employee wellbeing.
• World-class learning, development, and career growth opportunities.
• Generous annual leave.
• Private healthcare.
• Preferential banking facilities.