Customer Experience Manager

About the role

The Customer Experience Manager leads a team of Retail Service Quality Officers to monitor and improve the customer journey across all bank touch points and subsidiaries. This role works closely with insights, operations, and business teams to translate customer feedback into actionable improvement plans.

Key responsibilities

• Lead and coach Retail Service Quality Officers responsible for monitoring compliance with bank standards across branches, call centers, and Direct Sales Units.
• Conduct regular mystery‑shopping exercises on all channels and report findings.
• Collaborate with the customer insights team to identify top monthly, quarterly and annual issues and develop action plans.
• Work with internal stakeholders to enhance touch points, set KPIs and ensure delivery of extraordinary customer experiences.
• Monitor the impact of improvement initiatives and follow issues through to closure.
• Communicate Voice‑of‑Customer insights to relevant parties and provide regular feedback to branch managers.
• Review and redesign customer‑related procedures to embed a customer‑centric approach.
• Design delightful journeys for ADIB products, upgrade complaint handling processes and ensure efficient escalation.
• Research global banking and service‑industry standards to keep the bank’s benchmarks current.

Required profile

• Degree in Business, Banking, Finance, Economics or Financial Accountancy.
• Minimum 5 + years experience in customer service or process improvement, preferably in banking or telecom.
• Strong awareness of bank products and channel procedures.
• Excellent customer‑service orientation.

Required skills