To comply with country regulations, we are looking for UAE talent to fill this role.
Job Responsibility:
- Develop and implement segment CX strategy focused on business priority and need
- Be a single point of contact for all strategic projects taken up in priority banking to enhance Customer Experience
- Clearly define annual focus areas for affluent segment customers and communication of the same to the customers/front end staff
- Enhance the affluent segment products onboarding and after sales journeys on products, services, and all touchpoint areas of customer.
- Setting up framework for gathering and consolidating key market and competitor trends that are relevant to serving the affluent customers
- Analyzing potential threats and opportunities presented by external factors
- Understanding the competitive landscape and implementing the best practices to ensure a world class experience for affluent customers
- Continuous collect internal and client feedback to enhance and drive Customer Centric Culture.
- Collaborate with CX team to launch unique initiatives based on client feedback collected and analyzed by CX
- Launch initiatives and campaigns which increase customer interaction and communication levels with their Relationship Managers \& Customer Relationship Officers after studying the customer data trends.
- Ensure that the service staff incentive structure is aligned with the business strategic objectives, review annual KPIs
Manage the Customer Service Leads \& CROs of Priority banking
Job Skills \& Qualifications:
- UAE National with Family Book (mandatory requirement in line with regulatory guidelines)
- Minimum 5 years of experience in Customer Experience or Client Services across any industry
- Prior experience in managing or leading teams is preferred
- Proven ability to plan, manage, and lead customer engagement activities, including events and client interactions
- Strong analytical capabilities with the ability to interpret data and generate insights
Excellent presentation skills with the ability to prepare and deliver impactful reports
What we offer you:
- Competitive salary package
- Strong emphasis on work-life balance and wellbeing across the bank
- World-class Learning \& Development platform and career development
- Generous annual leave entitlement and Private Healthcare
- Preferential banking facilities for employees
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