Customer Experience Senior Manager - Priority Banking (UAE Nationals Only)

Job Description

Job Responsibility

• Develop and implement segment CX strategy focused on business priority and need
• Be a single point of contact for all strategic projects taken up in priority banking to enhance Customer Experience
• Clearly define annual focus areas for affluent segment customers and communication of the same to the customers/front end staff
• Enhance the affluent segment products onboarding and after sales journeys on products, services, and all touchpoint areas of customer.
• Setting up framework for gathering and consolidating key market and competitor trends that are relevant to serving the affluent customers
• Analyzing potential threats and opportunities presented by external factors
• Understanding the competitive landscape and implementing the best practices to ensure a world class experience for affluent customers
• Continuous collect internal and client feedback to enhance and drive Customer Centric Culture.
• Collaborate with CX team to launch unique initiatives based on client feedback collected and analyzed by CX
• Launch initiatives and campaigns which increase customer interaction and communication levels with their Relationship Managers & Customer Relationship Officers after studying the customer data trends.
• Ensure that the service staff incentive structure is aligned with the business strategic objectives, review annual KPIs
• Manage the Customer Service Leads & CROs of Priority banking

Job Skills & Qualifications

• UAE National with Family Book (mandatory requirement in line with regulatory guidelines)
• Minimum 5 years of experience in Customer Experience or Client Services across any industry
• Prior experience in managing or leading teams is preferred
• Proven ability to plan, manage, and lead customer engagement activities, including events and client interactions
• Strong analytical capabilities with the ability to interpret data and generate insights
• Excellent presentation skills with the ability to prepare and deliver impactful reports
• What we offer you:
• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees

EIB