Specialist - Client Experience And Strategic Initiatives

About the business area

Corporate & Investment Banking Group

The Corporate & Investment Banking Group (CIBG) provides a portfolio of corporate banking services, including investment & transaction banking as well as financial market solutions. This sophisticated product suite is powered by efficient digital platforms and distribution channels. It serves a broad range of clients both domestically and across the MENA region, including government entities, financial institutions, large to mid-size corporates, and commercial clients (SMEs), and maintains strategic relationships with leading banks globally

We are actively seeking an ambitious professional to join our CIBG Client Experience and Corporate Support team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

Preference will be given to Emirati applicants

Key Responsibilities:

• To undertake assigned tasks and analysis required in designing and implementation of initiatives in order to drive improved service delivery performance and enhance customer experience
• Collaborate and assist the Strategy Committee Secretary in moderating the meetings, recording and producing minutes and following up progress of agreed actions to ensure that actions agreed are understood and actioned within agreed timelines
• Review and confirm prepared updates for all Corporate and Investment Banking Group (CIBG) strategic committees and monthly Core Strategy Group meetings to ensure that actions and timelines agreed are understood by those to whom the actions are allocated
• Assist in the delivery of projects action steps and initiatives, keeping the project implementation plan updated and reporting on progress as required in order to support the delivery of Customer Experience agenda across the group
• Source data, review presented analysis, present the monthly productivity, progress against the service metrics, business case, and other performance metrics for the business unit to ensure full understanding on progress, trends and potential issues/delays
• Review customer research and trend analysis, preparing reports on filings on a monthly and quarterly basis in order to gain valuable insights into customer needs and behaviours
• Collaborate with cross functional teams to ensure customer experience framework and initiatives are implemented when required
• Conduct monthly sessions with respective managers to discuss customer trends and suggest areas for improvement
• Review and check presented reports related to business unit performance, Service Level Agreements (SLAs) audit items, management reports and dash-boards, identifying key trends and issues to ensure comprehensiveness, accuracy and compliance to policies and standards
• Design and implement initiatives to enhance client satisfaction and engagement across all touchpoints
• Monitor client feedback and service metrics to identify improvement opportunities
• Support in driving cross-functional projects aligned with organizational priorities, ensuring timely delivery and measurable impact
• Prepare executive-level reports and presentations on project progress and outcomes

Required Skills & Qualifications:

• At least 4 years of experience in service quality and customer experience initiatives, preferably within financial services
• Fluent Arabic and English writing and verbal skills
• Ability to conduct data and trend analysis
• Familiar with using MS Office