Customer Experience Lead Emirates Islamic Bank

Emirates Islamic Bank

https://www.emiratesislamic.ae/

Customer Experience Lead at Emirates Islamic Bank is responsible to lead and enhance the overall customer experience at Emirates Islamic Bank, ensuring high satisfaction and loyalty among customers. The company published this job on February 14, 2024 and is open to receive application.

Responsibilities of Customer Experience Lead

Propose and drive and initiatives backed by a clear plan with pre-identified goals that contribute to the CX strategy.
Maintain a roadmap for initiatives and activities required to keep improving the customer journeys (IT & Non-IT dependent)
Constant review of the bank processes for handling customer complaints.
Identify process weak points.
Identify initiatives to bridge process gaps and strengthen processes to deliver a better performance.
Provide regular updates and feedback on the launched initiatives, their performance vs the projected results, and their contribution to the bank.
Review data and identify areas of improvement.
Perform data analysis for generating reports on periodic basis.
Provide strong reporting and analytical information support to management team.
Generate and distribute management reports in accurate and timely manner Ensure score calculation and quality reports.
Graphical representation and PowerPoint’s.
Develops MIS documentation to allow for smooth operations and easy system maintenance.
Provide recommendations to update current MIS to improve reporting efficiency and consistency.
Generate both periodic and ad hoc reports as needed.
Continuous improvements of the reporting methodology.
Initiate different methodology of reporting and initiate changes and suggestion.
Work closely with IT / CRM/ CLM..etc to enhance reporting and maintain a clear KPI monitoring.
Work with internal stakeholders such as OP Risk, Operations, and compliance to ensure proper documentation and bank processes are adhered to.
Liaise with front line staff such as Call Center and Branches to ensure processes are clearly understood, implemented, and followed.
Work closely with the other CX units to develop a deeper understanding of the experience performance.
Ensure proper documentation of all initiatives, tasks, progress, and performance updates.
Work closely with the team members to keep up to date on the identified issues, root cause analysis, and voice of customer performance and results.

Role Requirements

The requirements for the role of Customer Experience Lead are as under:

A bachelor’s degree in a relevant field such as business administration, marketing, or finance is typically required.
2 years of experience in similar role.

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