Job description

Much of the week is spent visiting ADIB branches across an assigned area, meeting customers, observing staff service behaviours and checking branch premises. This Customer Experience Manager works for the Customer Excellence Group (CEG) alongside area managers in Abu Dhabi, helping lift service levels toward the goal of being the best bank in service in the UAE. Customer satisfaction is measured against ADIB service standards, and service gaps are addressed with a problem-solving approach. Frontline staff learn the key points of mystery shopper reports and service standards from you, and their improvement ideas get assessed and taken forward where they work. Staff attitude complaints are followed up daily, investigated thoroughly and reported with recommendations. High wait times in the queue system and customer feedback device results also feed action plans shared with management. New joiners in the branches receive Quality and Service training from you. CEG Leadership relies on timely support for its strategic and ad hoc customer experience initiatives. Candidates need a bachelor's degree, fluent English, familiarity with branch systems and products, and willingness to travel across the UAE, and the position is open to UAE Nationals only.