Manager, Customer Insights & Performance ( Dubai - Emiratised Role)

Role Overview

Manager, Customer Insights & Performance at First Abu Dhabi Bank, Dubai. This is an Emiratised role.

Role Purpose

Lead the development and execution of customer experience strategies, service monitoring initiatives, and performance analytics to drive data-informed decision-making across the bank. Own the full lifecycle of customer insights programs, from survey design through actionable recommendations, while building a customer-centric culture and supporting bank-wide transformation.

Key Responsibilities

Strategy Development and Implementation

• Develop and direct implementation of functional strategy aligned to group strategy, FAB vision, mission and corporate objectives.
• Ensure functional strategy and strategic plans are developed and implemented in alignment with the bank's vision and mission.
• Provide subject matter expertise for assigned domain and counsel to FAB leadership on all related areas to facilitate achievement of FAB strategy and functional strategies.
• Lead key business process redesign initiatives, including rethinking and redesigning customer processes, fixing priority customer pain points highlighted through customer feedback, and executing transformation initiatives.
• Develop a roadmap for comprehensive redesign of acquisition and service processes.
• Design and create service standards and KPIs across all segments, channels and customer touch points.
• Continuously challenge the environment on service standards, delivery, processes and attitude towards the customer's end-to-end experience.
• Maintain understanding of contemporary customer intelligence, experience design and implementation to ensure customer analytics drive optimal outcomes.
• Benchmark and apply best practice customer analytic techniques.

Customer Insights and Analytics

• Manage the execution of customer surveys, including NPS, CSAT and benchmarking surveys, ensuring alignment with objectives.
• Coordinate with internal teams to deploy surveys, analyse feedback and deliver actionable insights.
• Support focus group activities and customer engagement surveys to gather deeper insights.
• Lead the development of programs to enhance customer experience by collecting customer feedback from various sources including digital, call centre, online comments and social media.
• Translate customer data into actionable outcomes to assist in informed decision-making.
• Perform data analytics to identify actionable insights for business groups.
• Ensure continual search for innovative methods to leverage data and information to derive relevant insights such as emotional analysis using varied techniques, interpreting structured and unstructured customer feedback.
• Track and monitor processes related to data gathering and analysis to ensure accuracy and efficiency.
• Oversee data analysis processes to ensure thorough and meaningful analysis to facilitate development of fact-based, compelling recommendations.

Service Monitoring and Performance

• Oversee day-to-day monitoring and reporting of service KPIs across all channels and products.
• Identify trends, performance gaps and improvement opportunities, escalating issues as needed.
• Ensure accuracy and timeliness of performance data shared with stakeholders.
• Assess how well delivered service conforms to customer expectations to quickly identify problems and assess customer satisfaction.
• Implement and continually enhance systems and practices used for managing and reporting customer experience performance data, prioritization of improvement options, and reporting customer experience information in engaging ways including dashboards.

Reporting and Insights Delivery

• Prepare reports and dashboards ensuring data accuracy and timely delivery.
• Provide summaries of customer insights to guide decision-making by senior management.
• Ensure clear dissemination of information throughout the organization.
• Deliver potentially sensitive and negative customer feedback in a constructive and professional manner.
• Ensure all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
• Package and present progress, next steps and challenges regarding projects to management as required.
• Ensure timely program reporting is in place and distributed to key stakeholders and SPOCs to drive and influence informed decision-making around priorities.

Strategic Support and Execution

• Assist in implementing the Service Monitoring and Customer Insights roadmap as defined by the Head of the function.
• Ensure effective execution of customer experience strategies and initiatives across business groups.
• Collaborate with the Head to set priorities, milestones and deliverables for projects and initiatives.
• Support the design and implementation of various initiatives executed by the Customer Experience team.
• Works with key stakeholders including process owners, management, IT and staff to ensure all Customer Experience team initiatives are fully implemented into the department.
• Collaborate with stakeholders including IT, operations and marketing to ensure seamless implementation of projects.

Change Management and Transformation

• Lead management of change through continuous improvement of functional systems, processes and practices considering global standards and changes in the business environment.
• Proactively identify and provide solutions for any strategic delivery risks and issues.
• Define and maintain list of initiatives and cascade FAB-wide transformation initiatives as required.
• Articulate and strategize transformation initiatives into an actionable roadmap across businesses.
• Deliver high quality output in a timely manner by checking progress of projects against timelines and output against quality parameters set by the Group.
• Ensure quality delivery by vendor as per bank guidelines in case of outsourced development and delivery areas.

Organizational Culture and Leadership

• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure establishment of a value-driven culture within the bank.
• Continuously foster a more customer-centric culture within the organization by defining employee training and culture initiatives.
• Form a strong brand advocacy environment where teams act as agents of change for the bank.
• Accelerate adoption of customer service standards and metrics throughout the organization by training and coaching employees.
• Define employee training deliverables to help create a culture that is more customer service focused.

Stakeholder Collaboration

• Work closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.
• Collaborate with Senior Managers to successfully support department objectives.
• Leverage central function support teams to implement projects including IT, Ops and Credit.

Project Management

• Manage the full life cycle of project management including planning, execution and handovers.
• Ensure on-time delivery of projects.
• Achieve project targets.
• Ensure smooth operation of projects and project management.

Qualifications & Experience

• Bachelor's Degree (minimum qualification).
• 5–10 years of relevant experience.

Additional Information

Performance Metrics

• On time delivery of projects.
• Achievement of project target numbers.
• Smooth operation of projects and project management.
• Timeliness and accuracy of reports.
• Overall customer engagement strategy.
• Customer journey roadmap.
• Achievement percentage of customer journey initiatives planned for the year.
• Customer loyalty measures (for example, NPS).
• Increased operational efficiency.

Governance and Authority

• Function within the framework and boundaries of Group policies and overall organizational and governance frameworks.
• Authorized to take decisions as per the approved authorization matrix.