Customer Experience Manager

Role Overview

Customer Experience Manager at ADIB, Abu Dhabi. This position is for UAE Nationals only.

Role Purpose

Execute the bank's customer excellence group strategy to become the best bank in service in the UAE by contributing to the spread of customer excellence culture and behaviors in branches, in alignment with the CEG agenda and in coordination with respective area managers.

Key Responsibilities

Strategic Initiatives

• Support CEG Leadership team with customer experience strategic and ad hoc initiatives in a timely manner.

Branch Performance & Service Standards

• Work closely with CEG and area manager to improve customer experience overall level in area branches.
• Act as customer experience ambassador and help area manager elevate service level through daily engagement with different branches.
• Provide clear, detailed picture on service issues with suggested improvement actions and direct support in implementation.
• Monitor area branches performance in customer satisfaction as per ADIB service standards.
• Help branches maintain highest standards through identifying service gaps and introducing problem-solving approaches.

Staff Development & Training

• Educate frontline staff on main points of mystery shopper reports and customer service standards.
• Seek staff feedback and suggestions on proposed service improvement ideas.
• Assess ideas and work with CEG and other stakeholders on implementing valid and doable suggestions.
• Conduct Quality and Service training for new joiners in branches.

Stakeholder Communication & Investigation

• Communicate with branches and follow up on staff attitude complaints on daily basis.
• Conduct thorough investigation and provide report with recommendations to both CEG and area manager.

Monitoring & Feedback Systems

• Monitor the high wait time queue system and customer feedback devices for respective area branches.
• Highlight issues to management with suggested action plan and work on implementation in partnership with branch and area managers.

Branch Visits & On-Site Presence

• Visit different branches in area on ongoing basis.
• Meet customers in branches, help them where applicable, and provide detailed report to seniors.
• Monitor branch staff on service behaviors, branch premises, and any related customer service issues.
• Act as brand and CEG ambassador and promote service excellence on the ground.

Qualifications & Experience

• Bachelor's degree required.
• Experience in branches is preferred.
• In-depth understanding of ADIB culture, systems, products, and services.

Skills & Competencies

• Fluent in English.
• Customer centric mentality.
• Familiarity with bank systems, products, and services, especially in branches.
• Ability to multi-task and address many issues simultaneously.
• Team player.
• Excellent in MS Office (Excel, PowerPoint, Word).

Additional Information

• Must be willing to travel to all areas in UAE.