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Senior Manager - Customer Experience

1.00 to 10.00 Years   United Arab Emirates   09 Apr, 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: Senior Manager - Customer Experience Division: Customer Excellence GroupDepartment: Customer Experience Factory Location: Abu Dhabi ROLE 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:1.Enhance Customer Journeys:

  • Identify customer journeys in all ADIB groups
  • Set priorities and put a plan for Journey Improvements in Retail Group
  • Document As IS and To Be customer journeys in standard way
  • Identify bottlenecks and suggest improvements
  • Review and approve scripts/ SMS
2. Manage Voice of Customer (VoC):
  • Manage Customer Surveys Program
  • Validate survey results
  • Discuss and agree enhancements on VoC program with Head of CX Factory
3.Manage CX Training:
  • Assess training courses available on platform and identify the best ones to be taken by customer service staff.
  • 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.
Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:
  • Bachelors degree required
  • Customer centric mentality
  • Analytical thinking
  • Customer Journey Mapping/ Empathy Mapping
  • Must be fluent in English
  • Familiarity with bank systems, products, services especially in branches
  • Ability to multi-task / address many issues simultaneously
  • Can lead on tasks end to end
  • Team player
  • Must be willing to travel all areas in UAE.
  • Excellent in MS office (Excel, PowerPoint, word)
Previous experience:
  • Minimum 10 years of experience in customer service and service excellence
  • In depth understanding of ADIB culture, systems, products, and services

Keyskills :

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