Overview

Senior Officer – Customer Experience Jobs in Abu Dhabi, UAE/Dubai at A Leading Consulting Company In UAE

Alfit is a new insurance venture being launched by AEGI, designed to establish a modern, customer‑centric platform within the insurance sector. The business will initially focus on health, life, and travel insurance products, with a clear roadmap for future expansion across additional lines. As we approach our official launch, we are entering a critical growth phase and are actively building a high‑caliber team.

We are seeking professionals who are motivated to be part of a next‑generation insurance company, combining innovation, operational excellence, and customer focus, led by a leadership team comprising highly respected veterans of the insurance industry. This is a unique opportunity to contribute to building a business from the ground up and to play a meaningful role in shaping its long‑term success.

Job

Purpose

The Senior Officer – Customer Experience is responsible for delivering a seamless, compliant and customer‑centric service experience to Alfit Insurance’s members, brokers and corporate clients across all lines of business. The role handles multi‑channel enquiries and servicing requests, and contributes to the continuous improvement of customer journeys, knowledge bases and self‑service tools. The position plays a key role in protecting Alfit’s reputation, driving customer satisfaction and supporting operational efficiency.

Job Responsibilities

  • Customer Servicing & Multi‑Channel Support
    • Respond to customer, broker and HR enquiries across all channels (call, e‑mail, chat, portal) within defined SLAs and quality standards.
    • Provide accurate information on products, policy coverage, claims status and servicing procedures.
    • Coordinate with TPA and internal teams (Underwriting, Policy Management, Medical, Finance, etc.) to resolve broker and customer requests end‑to‑end.
    • Support outbound campaigns and customer‑engagement programmes as required.
  • Customer Orientation – Voice of Customer & Complaint Contribution
    • Consolidate and analyse customer feedback from surveys (NPS, CSAT, FCR) across all touchpoints, and produce actionable insights, as per Alfit’s Voice of Customer (VoC) framework.
    • Track VoC trends over time and contribute to the definition of customer experience improvement initiatives.
    • Contribute to the investigation, resolution and root‑cause analysis of Customer Experience‑related complaints, as per Alfit’s Complaints Management framework.
    • Promote customer‑first behaviours in every interaction and advocate for the customer perspective in cross‑functional discussions.
  • Compliance Orientation
    • Ensure all customer interactions and disclosures meet CBUAE requirements, applicable health‑regulator rules (DHA, DOH, MOHAP) and Alfit’s internal policies.
    • Maintain accurate, audit‑ready records of customer interactions and case documentation in the relevant systems.
    • Adhere to approved scripts, SOPs and regulatory guidance at all times, and flag any deviation or ambiguity to the Team Leader.
    • Support internal and external audits by providing documentation, addressing queries and executing corrective actions.
  • Performance & Quality
    • Meet individual service‑delivery targets, including AHT, TAT, FCR, QA and CSAT.
    • Participate in quality calibration sessions and act on QA feedback to continuously improve service delivery.
    • Use the core insurance management system, TPA platform, telephony, CRM and knowledge‑management tools effectively to deliver consistent service.
    • Contribute to the maintenance of FAQs, knowledge‑base articles and canned responses.
    • Maintain clear communication with internal stakeholders (peer Operations sub‑units, Underwriting, Finance, IT, Compliance) and external parties (TPAs, brokers, providers, customers).
  • Continuous Improvement
    • Participate in the development of Business Requirements and the conduction of User Acceptance Testing (UAT) for new system features, fixes and enhancements affecting the customer journey.
    • Support the design and implementation of self‑service solutions (mobile apps, customer portals, conversational AI, quality surveys) and provide structured business feedback.
    • Identify operational pain points and propose process, system or knowledge‑base improvements to the Team Leader.

    • Title: Senior Officer – Customer Experience

    Company: A Leading Consulting Company In UAE

    Location: Abu Dhabi, UAE/Dubai

    Category:

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