ملخص الوظيفة
تعلن Emirates Islamic عن وظيفة مساعد مدير تجربة العملاء ضمن الخدمات المصرفية للموظفين في دبي، وهي متاحة للمواطنين الإماراتيين فقط. يركز الدور على تحسين رحلة العميل وجودة الخدمة، ودعم استخدام الخدمات المصرفية الرقمية، وتطوير مبادرات التواصل والتفاعل مع العملاء. تشمل المهام تحليل ملاحظات العملاء ومؤشرات جودة الخدمة، واقتراح تحسينات على الإجراءات، وتقديم توصيات تدعم تحويل المبيعات والاحتفاظ بالعملاء. يشترط الحصول على درجة البكالوريوس وخبرة سنة واحدة على الأقل في خدمة العملاء أو إدارة تجربة العملاء، ويفضل في القطاع المصرفي، مع الإلمام بالمنتجات والقنوات المصرفية وأدوات إدارة علاقات العملاء وMicrosoft Office واللوائح المصرفية.
نص الإعلان
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Job Purpose
This role is responsible for enhancing the customer journey, improving service quality, and driving customer engagement to support business growth and sales objectives.
The successful candidate will play a key role in ensuring a seamless customer experience from onboarding through product usage, while promoting digital adoption, customer satisfaction, and long-term loyalty.
Key Responsibilities
- Partner closely with sales teams to align customer experience initiatives with business and sales objectives.
- Monitor customer journeys and address service-related issues to ensure a seamless and positive experience.
- Develop and implement customer communication initiatives that drive engagement, product utilization, and cross-selling opportunities.
- Identify areas for improvement within customer-facing policies and processes to enhance onboarding and ongoing customer interactions.
- Analyze customer feedback, service quality metrics, and experience trends to recommend actionable improvements.
- Provide management with insights and recommendations to improve sales conversion, customer retention, and overall service excellence.
- Support digital adoption initiatives and promote awareness of digital banking solutions to enhance customer convenience and engagement.
- Contribute to the development of strategies that strengthen customer trust, satisfaction, and loyalty.
Skills and Qualifications
- Bachelor Degree
- 1+ years in customer service/experience management, preferably within banking
- Strong analytical skills, excellent communication skills, knowledge of banking products and channels, and familiarity with banking regulations
- Proficiency in CRM and customer feedback tools, Microsoft Office
What We Offer
- Competitive salary and benefits package.
- Strong emphasis on work-life balance and employee wellbeing.
- World-class learning, development, and career growth opportunities.
- Generous annual leave, private healthcare, and preferential banking facilities.