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Head of Customer Experience Management Support Job in Abu Dhabi Bank UAE

Job Specific Accountabilities

Generic Accountability

  • Build an integrated CX program agenda for the different segments and channels across the organization. Align the agenda with the CX KPIs for the organization and provide support towards achievement of business objectives.
  • Build a collaborative environment between central CX teams and Segment CX teams including other support teams like IT, Operations etc.
  • PMO initiatives related to enhancing the CEx across the bank channels
    •     Ensure timely delivery and project goals being met
    •     Eliminate roadblocks that arise in initiatives.
  • Present progress of initiatives in committees
    •     Draft a progress update report to be shared with the CEx head, including health check on the CEx program and ongoing initiatives
    •     Oversee BU CEX program, measure progress against target, success and advocacy economics.
  • Ensure consistency and quality in the BU across inner and outer loop processes
    •     Support follow-up and escalation process for CLF
    •     Review callback reports and support huddles and coaching when needed.
  • Facilitate cross-functional initiatives and collaboration while clearing any roadblocks
    •     Participate in weekly meetings to discuss the progress update.
  • Continuous tracking of CX performance KPIs in collaboration with Head of CX Insights and Performance. Tweak the program based on the performance gaps observed and support delivery of objectives.
  • Internal collaboration with teams like :
    •     Head of CEX Measurement and Performance
    •     MIS department (Analytics, Insights & Reporting)
    •     Marketing, IT, retail banking group teams – when required.
  • External collaboration with Solution providers (e.g. Medallia, other vendors).    
  • Manage overall team performance based on jointly defined set of KPIs, and make staffing and resourcing decisions within the team.
  • Manage relationship with key stakeholders including Distribution, Sales, Segment teams, Product teams, Operations, IT and other support teams as the role involves working in collaboration with various teams in managing CX agenda.
  • Work closely with other teams in Customer Experience structure to support identification of the root causes of customer issues and provide support in planning actions for reducing customer issues. Provide inputs for improvements to be driven in collaboration with other CX teams, Innovation lab and Digital factory.

Minimum Qualification
  • Masters in Business Administration / Program Management / Customer Experience(or similar admin program).

Minimum Experience
  • 8-10 years’ experience in Project Management or related position preferably in Banking, Consumer Finance, Insurance or similar industries.
  • At least 3-5 years of experience managing a team.
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