Manager - Customer Experience Support

About ENBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region.

Responsibilities

As a Priority Banking -Manager Customer Experience Support at Emirates NBD, your role is to ensure the seamless delivery of service standards and operational excellence across all customer touchpoints. By applying sound judgement to resolve day-to-day service challenges and proactively identifying process improvements.

• Investigate, analyse and address escalated customer concerns to restore trust and reinforce service commitments.
• Coordinate with branch and digital teams to ensure timely closure of service gaps impacting high-value clients.
• Reduce in repeat complaints from Priority Banking clients
• Improve customer satisfaction survey scores.
• Standardise procedures for in-branch and remote service delivery to ensure a unified customer experience.
• Conduct regular reviews of frontline adherence to Priority Banking protocols and compliance requirements.
• Support the rollout of new service initiatives by training staff and monitoring early adoption outcomes.
• Consistency of service delivery metrics across channels
• Audit findings on adherence to operational standards
• Identify and escalate emerging conduct or operational risks impacting customer experience.
• Monitor compliance with data privacy and KYC requirements in all customer interactions.
• Review exception reports to detect and address potential breaches of service or regulatory standards.
• Champion risk awareness among team members through targeted briefings and scenario-based learning.
• Continuously improve the customer experience processes and evaluate customer journey data to pinpoint friction points and prioritise process enhancements.

Qualifications

• Bachelor's degree in Business, Finance, or related field
• Professional certification in Customer Experience (e.g., CCXP) preferred
• Ongoing training in digital banking and regulatory compliance

There’s never been a better time to join Emirates NBD.

We’re one of the region’s most recognisable brands. We’re banking innovation leaders. We’re growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.

At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.