Customer Experience Manager

Candidates should be comfortable working in a fast-paced environment, adapting to changing priorities and taking ownership of assigned outcomes.

This role supports the delivery of a strong customer-experience culture across branches by identifying service gaps, coaching frontline teams and helping managers implement practical improvements. The position combines branch visits, customer feedback, service monitoring and staff development. The successful candidate will contribute to dependable banking operations, protect service quality and help the business achieve its objectives while maintaining appropriate controls. This is a full-time opportunity based in Abu Dhabi, United Arab Emirates.

Key Responsibilities

• Visit branches regularly to assess customer service and frontline behavior.
• Analyze satisfaction, mystery-shopper results, queues and customer feedback to identify gaps.
• Coach staff and deliver service-quality training to new joiners.
• Investigate service complaints and recommend practical corrective actions.
• Partner with area managers and customer-experience leadership to implement improvements.

Requirements

• Bachelor's degree required.
• Fluent English and strong customer-centric mindset.
• Experience in branch banking is preferred.
• Ability to travel across UAE branches and manage multiple priorities.
• Strong MS Office, service-training and stakeholder-management skills; UAE National eligibility required.

Skills

Customer experience, service quality, mystery shopper, branch operations, customer feedback, staff training, service standards, MS Office.

Work Environment

The role involves working with internal teams and customers in a structured banking environment where accuracy, confidentiality and timely execution are essential. The successful candidate should be comfortable handling multiple priorities, following documented procedures and escalating issues when necessary. A proactive approach to service improvement, strong teamwork and a commitment to professional standards will help ensure consistent results and positive outcomes for customers and the business.

Employment Details

• Company: ADIB - Abu Dhabi Islamic Bank
• Location: Abu Dhabi, United Arab Emirates
• Employment Type: Full Time
• Industry: Banking
• Eligibility: UAE Nationals only