Overview
Specialist- CX Analytics & Reporting – CIB/Emiratised Jobs in Abu Dhabi, UAE at First Abu Dhabi Bank
Position: Â Specialist- CX Analytics & Reporting – CIB (Emiratised role)
Company Description
Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career.
Join us and leave a legacy of your own, as a pioneer in both the company and the industry.
Job Description
Job Purpose
The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for acustomer-centricorganization.
Implementing and measuring service standards across all touch points of customer’s interactions across all segments, channels, products and transactional functions. The role holder will adopt a customer-friendly approach with adequate controls thus influencing improvement incustomer satisfaction.
Implementing approach to effectively manage customer data and insights from all sources and channels, ensuring that best practice customer analytics techniques are employed.
Identifying trends and areas for potential experience improvement and monitoring and reporting performance against customer experience KPIs and service levels.
Supporting the Customer Experience team in reporting & analysis requirements and in the development and implementation of various initiatives within business areas.
Key Accountabilities
Strategy Development and Implementation
Designs and creates service standards and KPIs across all segments, channels and customer touch points.
Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees.
Defines employees training deliverables to help create a culture that is more customer service focused.
Performs regular CVP Audits across channels to gauge adherence to standards.
Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assesscustomer satisfaction.
Continually reviews customer touch points across all channels in order to access gaps where professional standardization is required.
Develops, monitors & enhances internal / external SLAs, TATs, workflow, exception mgmt. process etc.
Collaborates with Analytics team to deliver regular reporting tosenior managementon key service performance measures.
Continually challenges the environment on service standards, delivery, processes and attitude towards the customer’s End to End experience.
Continuously fosters a morecustomer-centricculture within the organization by defining employee training and culture.
Defines goals and key performance indicators for each member of the team and ensures effective implementation of the organization’s performance management process.
Forming a strong brandAdvocacyenvironment where teams act as agents of change for the bank.
Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.
Ensures continual search forinnovativemethods to leverage data and information to derive relevant insights such as emotional / conducting analysis using varied techniques, by interpreting structured/unstructured customers’ feedback in order to translate the information …
Title: Specialist- CX Analytics & Reporting – CIB/Emiratised
Company: First Abu Dhabi Bank
Location: Abu Dhabi, UAE
Category: Customer Service/HelpDesk, Management
