Customer Experience Senior Manager - Priority Banking (UAE Nationals Only)

JobsCloseBy Editorial Insights

Emirates NBD is seeking UAE Nationals with Family Book for a Customer Experience Senior Manager in Priority Banking to architect and own the affluent segment CX strategy for the Dubai site, guiding strategic projects and serving as the single point of contact for CX initiatives. You will define annual focus areas, optimize onboarding and after sales journeys, monitor market and competitor trends, and partner with the CX team and Relationship Managers to drive a world class client experience. The ideal candidate has 5+ years in CX or client services, proven leadership, strong analytics and presentation skills, and a track record of planning engagement activities. To apply, tailor your CV to show measurable CX improvements, data driven insights, cross functional collaboration, regulatory awareness and UAE market knowledge, and demonstrate how you would align incentives with business objectives; highlight why you are uniquely suited for priority banking, and note the UAE nationality and Family Book requirement. Benefits include a competitive salary, strong work life balance, world class learning and development, generous leave and private healthcare.

To comply with country regulations, we are looking for UAE talent to fill this role.

Job Responsibility:

• Develop and implement segment CX strategy focused on business priority and need
• Be a single point of contact for all strategic projects taken up in priority banking to enhance Customer Experience
• Clearly define annual focus areas for affluent segment customers and communication of the same to the customers/front end staff
• Enhance the affluent segment products onboarding and after sales journeys on products, services, and all touchpoint areas of customer.
• Setting up framework for gathering and consolidating key market and competitor trends that are relevant to serving the affluent customers
• Analyzing potential threats and opportunities presented by external factors
• Understanding the competitive landscape and implementing the best practices to ensure a world class experience for affluent customers
• Continuous collect internal and client feedback to enhance and drive Customer Centric Culture. 
• Collaborate with CX team to launch unique initiatives based on client feedback collected and analyzed by CX
•  Launch initiatives and campaigns which increase customer interaction and communication levels with their Relationship Managers & Customer Relationship Officers after studying the customer data trends.
• Ensure that the service staff incentive structure is aligned with the business strategic objectives, review annual KPIs
• Manage the Customer Service Leads & CROs of Priority banking

Job Skills & Qualifications:

• UAE National with Family Book (mandatory requirement in line with regulatory guidelines) 
• Minimum 5 years of experience in Customer Experience or Client Services across any industry
• Prior experience in managing or leading teams is preferred
• Proven ability to plan, manage, and lead customer engagement activities, including events and client interactions
• Strong analytical capabilities with the ability to interpret data and generate insights
• Excellent presentation skills with the ability to prepare and deliver impactful reports

What we offer you:

• Competitive salary package 
• Strong emphasis on work-life balance and wellbeing across the bank 
• World-class Learning & Development platform and career development 
• Generous annual leave entitlement and Private Healthcare 
• Preferential banking facilities for employees 

EIB

Emirates Islamic was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles.

As one of the leading Islamic banks in the UAE, Emirates Islamic offers exciting career opportunities for highly motivated professionals and graduates. At Emirates Islamic, we believe that our Employees are our biggest asset and we continuously invest in Talent Management & Training and Development programmes to help them excel professionally and achieve success in their chosen career.

Emiratization is a key strategic objective at Emirates Islamic. We provide training to talented, young Emaratis under dedicated programmes that shape their ambition, passion & commitment and guide them to become the future leaders of the organization as well as the overall financial sector.

We are driven by our values of Innovation, Customer Service, Ambition & Ownership and are always looking for talent to add to our diverse work environment comprising of over 60 nationalities.