Specialist CX Analytics & Reporting Full-time Job

Strategy Development and Implementation

Designs and creates service standards and KPIs across all segments, channels and customer touch points

Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees

Defines employees training deliverables to help create a culture that is more customer service focused

Performs regular CVP Audits across channels to gauge adherence to standards

Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction

Continually reviews customer touch points across all channels in order to access gaps where professional standardization is required.

Develops, monitors & enhances internal / external SLAs, TATs, workflow, exception mgmt. process etc.

Collaborates with Analytics team to deliver regular reporting to senior management on key service performance measures

Continually challenges the environment on service standards, delivery, processes and attitude towards the customer’s End to End experience

Continuously fosters a more customer-centric culture within the organization by defining employee training and culture

Defines goals and key performance indicators for each member of the team and ensure effective implementation of the organization’s performance management process

Forming a strong brand Advocacy environment where teams act as agents of change for the bank.

Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.

Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional / conducting analysis using varied techniques, by interpreting structured/unstructured customers’ feedback in order to translate the information to assist in informed decision making.

Leads the development of programs to enhance customer experience by collecting customer feedback from various sources digital – call centre, online comments, social media etc. and translating the data into actionable outcomes.

Track & monitor the processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.

Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based, compelling recommendations to drive consensus and strategic alignment.

FAB, the UAEs largest bank and one of the worlds largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises. Headquartered in Abu Dhabi, in Khalifa Business Park, the banks international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates. To empower its customers and clients to Grow Stronger, FAB is initiating a powerful movement, which goes beyond banking. The Grow Stronger movement represents the banks promise to support its stakeholders goals and growth ambitions, providing ideas, tools and expertise to help them become stronger, today and in the future. Through a strong, diversified balance sheet, leading efficiency and a solid corporate governance structure in place, FAB is set to drive growth forward.