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Customer Experience Expert

1.00 to 10.00 Years   United Arab Emirates   21 Aug, 2022
Abu Dhabi Islamic Bank
1 Jobs Openings
Job LocationUnited Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Role: Customer Experience ExpertLocation: DubaiROLE PURPOSE:

  • Executing the bank and customer excellence group strategy of being best bank in service in UAE by contributing to the spread of customer excellence culture and behaviors in alignment with CEG agenda.
Key Accountabilities of the role RESPONSIBILITIES:Customer Journeys:
  • Identify and draw customer journeys in all ADIB groups
  • Set priorities and put a plan for journey documentation
  • Document as is customer journeys in standard way
  • Identify bottlenecks and suggest improvements
  • Review and approve scripts/ SMS
CX Training:
  • Research, identify and recommend local, regional and global prestigious and widely recognized training providers known for their expertise in customer excellence, service excellence and customer experience
  • Assess training courses available on platform and identify the best ones to be taken by customer service staff.
  • Manage relationship with Training institutes.
  • Work closely with Learning and Development Team and with Training institutes to design bespoke training content online/ physical/ hybrid).
  • Work closely with Learning and Development Team to prepare annual plan and budget for training programs
  • Work Closely with CMT, call center and DSU management to ensure that customer service staff attend the training programs.
  • Assess training courses and vendors.
  • Assess impact of training programs on Customer Satisfaction and Complaints on staff
Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:
  • Bachelors degree required
  • Customer Journey Mapping
  • Empathy Mapping
  • Must be fluent in English
  • Customer centric mentality
  • Familiarity with bank systems, products, services especially in branches
  • Ability to multi-task / address many issues simultaneously
  • Team player
  • Excellent in MS office (Word, Excel and PowerPoint)
Previous experience:
  • 3 to 5 years of experience in customer journey mapping and process reengineering
  • Banking experience is an advantage

Keyskills :

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