Manager - CX Insights & Journeys

JobsCloseBy Editorial Insights

Emirates Islamic is seeking a Manager for CX Insights & Journeys to translate data into better customer journeys, identify performance gaps, and drive initiatives with a clear roadmap. You will partner with channel owners, risk and compliance teams, and frontline staff to ensure priorities are delivered on time and reporting remains accurate and actionable. Requirements include a bachelor’s degree and at least five years in banking with three in a similar CX or process-improvement role. Most important: a proven ability to quantify impact, strong stakeholder management, and hands-on experience with journey mapping, MIS, and cross-functional delivery. Tips for applying: tailor your CV to show KPI uplifts, UAE experience, regulatory awareness, collaboration, and results.

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

Job Responsibility:
 

• Utilize the bank data to identify processes and journeys that require improvement based on their current performance and KPIs
• Conduct a thorough analysis of the current behavior, identify process weak points
• Propose and drive 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)
• Work closely with stakeholders such as Channel owners to align on priorities of journeys that require improvements and co-drive the delivery
• Provide regular updates and feedback on the launched initiatives, their performance vs the projected results, and their contribution to the bank.
• Propose amendments to update current MIS to improve reporting efficiency and consistency.
• Work with internal stakeholders such as Operational 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 CX team members to keep up to date on the identified issues, root cause analysis, and voice of customer performance and results
   

Job Skills & Qualifications:
 

• Relevant education with minimum of Bachelors’ Degree
• Minimum 5 years banking experience with minimum 3 years’ experience in a similar position/role
   

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.