Senior Officer Customer Experience

Job Description

Senior Officer Customer Experience – Emirati Talent
 

Job Title:

Senior Officer Customer Experience

Reports to:

Senior Manager – Customer Experience

Division:

Customer Experience Department

JOB PURPOSE:

To ensure consistent service quality and regulatory compliance across the Complaints Unit, Collections Department, and Call Center by conducting independent quality reviews, audits, and performance evaluations.

The role is responsible for identifying service delivery gaps, ensuring adherence to complaint-handling standards and consumer protection regulations, and driving continuous improvement initiatives. The Senior Officer acts as a key control point to ensure that every customer interaction — from complaint handling to collections and telephonic support — aligns with the bank’s service excellence standards and CBUAE’s Consumer Protection Standards and Regulations (CPSR).

KEY ACCOUNTABILITIES:

A. Quality Assurance & Audit Reviews

• Conduct regular quality assurance checks across the Complaints (handling, reporting and Framework), Collections, and Call Center teams to assess service delivery, process adherence, and customer communication quality.
• Evaluate complaint responses for accuracy, professionalism, tone, and alignment with regulatory and internal standards.
• Review collection calls and scripts to ensure compliance with fair treatment principles, ethical conduct, and CPSR requirements.
• Monitor call center interactions (inbound/outbound) to assess service consistency and resolution accuracy.
• Identify non-conformities, document findings, and recommend corrective actions to management.

B. Compliance & Governance

• Ensure all quality checks are aligned with CBUAE Consumer Protection guidelines and internal policies.
• Verify that complaints and customer interactions are managed within approved turnaround times (TATs) and quality parameters.
• Support audit, KRI and RCSA (Risk and Control Self-Assessment) exercises by providing QA results, evidence, and control effectiveness ratings.
• Maintain QA records and ensure audit readiness across reviewed departments.
• Serve as a support unit for ad hoc CX tasks and reporting.

C. Reporting & Performance Tracking

• Prepare and present quarterly Quality Assurance Dashboards, highlighting key findings, trends, and corrective actions.
• Consolidate quality review results from all three units (Complaints, Collections, Call Center) for management and regulatory reporting.
• Monitor service quality KPIs such as response accuracy, handling, courtesy, closure quality, and regulatory compliance rate.
• Contribute to quarterly Market Conduct and CX Governance Reports by sharing QA insights and improvement trends.

D. Process & Service Improvement

• Identify process gaps or recurring service quality issues and recommend process or training interventions.
• Collaborate with unit heads to implement service recovery and process improvement initiatives.
• Support Knowledge Base updates and ensure service scripts and templates reflect approved standards.
• Recommend automation opportunities for QA tracking and monitoring tools.

E. Training & Awareness

• Conduct refresher training for staff on communication etiquette, regulatory compliance, and service quality standards.
• Participate in Voice of Customer reviews to align QA findings with customer sentiment trends (CSAT/NPS).
• Support Call Center and Complaint Officers through targeted coaching based on QA results.

QUALIFICATIONS & EXPERIENCE:

Minimum Qualification & Experience

• A minimum of 2 years’ experience in a similar role.

• Outstanding written and verbal communication skills both in English and Arabic.

• Must be able to multitask and work well under pressure.

• Banking experience desirable.

• Knowledge of the local and MENA markets is desirable.

• Understanding of complaint root cause analysis and process automation tools.
• Experience with data visualization tools (Power BI, Excel dashboards) is an advantage
• Knowledge of CBUAE Consumer Protection Standards and Regulations (CPSR) and the Sanadak Ombudsman process.

Areas of Competency

• QA audit design and execution.
• Analytical and reporting skills.
• High attention to detail and accuracy.
• Excellent written and verbal communication in English and Arabic.
• Ability to identify risks, propose corrective actions, and coordinate improvement initiatives.