Country Customer Experience Officer

Key Roles and Responsibilities:

• Develop and implement initiatives to improve customer experience across all touchpoints, by Identifying gaps in the customer journey and CPS and recommend actionable improvements.
• Oversee and optimize systems for managing customer feedback and complaints resolution in a timely and efficient manner
• Monitor and elevate customer satisfaction metrics, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores.
• Collaborate closely with the CB Head of Credit & Collection to streamline the issuance of liabilities and clearance letters, enhancing customer retention for loans and cards.
• Collaborate with departments to ensure customer-centric practices are embedded in processes and policies
• Support training and awareness programs to promote customer-centric behavior and CPS among consumers & staff
• Develop and refine customer feedback channels such as mystery shopper programs, VOC initiatives, surveys, and other feedback.
• Monitor industry trends and best practices related to customer experience.
• Follow the customer experience annual business plan.
• Consumer Protection standards:
• Ensure all customer interactions, products, and services comply with Central Bank Consumer Protection Regulations.
• Implement and monitor procedures to protect customer rights, including transparency, fair treatment, and responsible product marketing.
• Manage and promote customer Awareness and Education initiatives to increase customers financial literacy.

Job Requirements:

Education :

Bachelors degree from a reputable university

Experience :

A minimum of (3) years experience in Customer Experience or service roles.

Competencies:

• Fluent in English and in Arabic.
• Thorough understanding of local banking regulations and customer expectations.
• Good presentation skills.
• Service Oriented
• Good communications and interpersonal skills
• Proven leadership skills and the ability to work collaboratively across functional teams.
• A data driven mindset to gaining customer insights and implementing improvements.

What We Offer at Arab Bank

At Arab Bank, we offer a purpose-driven and inclusive environment where innovation, continuous learning, and employee wellbeing are at the core. We are proud to welcome individuals of all generations, genders, and backgrounds, valuing the diverse perspectives that strengthen our culture and contribute to our success.