Customer Experience Officer

Urgent requirement for Customer Experience Officer for our leading banking client in Dubai, UAE

The candidate will be responsible for supporting the Customer Experience Department with complaint handling, quality control, reporting, and process improvement . This role requires excellent coordination, analytical, and communication skills, particularly in banking operations and customer service management

Key Responsibilities

• Complaints Handling Support
• Log, track, and monitor customer complaints through the Complaint Management System (CMS).
• Assign cases to appropriate resolver teams and ensure timely closure as per TAT.
• Prepare and maintain complaint MIS, reports, and escalation logs.
• Quality Assurance & Monitoring
• Support audit and compliance activities (RCSA, control testing).
• Perform data verification, process checks, and ensure accuracy in reporting.
• Reporting & Data Management
• Generate dashboards and performance reports (daily/weekly/monthly).
• Manage complaint statistics for CBUAE and internal reviews.
• Conduct data validation, clean-up, and archival activities.
• Process & Performance Improvement
• Identify bottlenecks and propose automation or process optimization.
• Assist in documentation of SOPs and internal workflows.
• Support initiatives that improve customer satisfaction and reduce complaint volume.
• Coordination & Communication
• Liaise with internal departments (Operations, Branches, IT, Compliance, Contact Center).
• Collaborate with Marketing and CX teams for customer-related communications.
• Handle bilingual (Arabic–English) correspondence when required.
  
  

Required Skills & Experience

• Minimum 2 years of experience in Customer Experience / Complaint Management / Banking Operations.
• Proficiency in MS Excel, Data Analysis, and Report Preparation (pivot tables, lookups, charts, etc.).
• Knowledge of Complaint Management Systems (CMS) and Customer Experience platforms.
• Good understanding of banking processes, customer lifecycle, and service quality frameworks.
• Familiarity with CBUAE compliance and CPSR regulations (preferred).
• Excellent verbal and written communication skills in English and Arabic (mandatory).
• Strong interpersonal skills with an ability to handle cross-functional coordination.
• Analytical mindset with attention to detail and accuracy.
• Ability to work independently under pressure and manage multiple priorities.
  
  

Skills: customer experience,operations,customer