Officer, CX Transformation ( UAE National )

Support customer-experience transformation initiatives by analysing journeys, coordinating improvement projects and helping deliver simpler, more consistent customer interactions. This position is suited to a professional who can combine sound judgement, customer or stakeholder focus and disciplined execution in a regulated banking environment.

Role Context

This role contributes to a professional banking environment where accuracy, responsible decision-making, customer focus and effective collaboration are essential. The position offers the opportunity to work with experienced teams, support business priorities and contribute to sustainable service and operational outcomes.

Key Responsibilities

• Support customer-experience improvement initiatives across key customer journeys and touchpoints.
• Analyse customer feedback, process data and operational insights to identify pain points and opportunities.
• Coordinate transformation actions with business, operations, technology and service teams.
• Help document current and future-state processes, requirements and improvement plans.
• Track project milestones, actions, dependencies and outcomes and prepare management updates.
• Support testing, implementation and adoption of customer-experience enhancements.
• Contribute to continuous improvement and measurement of customer outcomes.

Requirements

• Bachelor’s degree in business, customer experience, marketing, technology or a related discipline.
• Experience in customer experience, business analysis, transformation or process improvement.
• Strong analytical, communication and project-coordination skills.
• Customer-focused mindset with good stakeholder-management ability.

What You’ll Bring

The successful candidate should demonstrate professionalism, ownership, clear communication and a practical approach to solving problems. Strong collaboration skills and the ability to manage priorities are important, along with respect for confidentiality, controls and service standards. Candidates should be comfortable working with multiple stakeholders and using data, documentation and business information to support sound decisions. A proactive attitude, willingness to learn and commitment to delivering dependable results will be valued in the role.

Employment Details

• Company: Commercial Bank of Dubai
• Location: Dubai, United Arab Emirates
• Employment Type: Full Time
• Experience: 2 - 4 Years