Track ADIB-Egypt group touch-points and products service level on departmental and individual level
Work closely with internal stakeholders on action plans to elevate customers’ journeys/satisfaction and monitor closely till closure
Ensure compliance with banks standards and delivering monthly, quarterly and annual targets.

2. KEY ACCOUNTABILITIES

Monitor customer experience journeys and compliance with banks’ standards across the banks different touch-points and products.
Work with customers’ insights team to identify action plans for top monthly, quarterly and annual customers’ issues across ADIB-Egypt Group touch-points and products.
Work closely with the customers’ insights team to communicate VoC or any related customers’ insights to internal stakeholders to deliver extraordinary customer experience
Work closely with relevant stakeholders on enhancing banks touch-points and products (including branches, DSUs…. etc.) monthly KPIs to deliver targets and ensure continuous elevation of customer experience
Work closely with internal stakeholders on action plans to elevate customers journeys/satisfaction and monitor closely till closure
Run and track root cause analysis across bank touch-points and products for any negative experience and work with relevant stakeholders for preventive actions.
Initiate and suggest new service enhancement ideas.
Engage with team members in any related service projects that aim to enhance customer experience.
Submit complaints resolution quality calls on closed complaints to ensure efficient complaint resolution process, empowered escalation matrix and complaints aging control
Ensure proper follow up till service issues are permanently solved and/or escalated.
Create monthly service metrics to track service levels across main touch-points & products to reflect the impact on improvement initiatives
Conduct visits to the branches to check service quality and customer satisfaction to ensure service excellence and raise customer experience.
And any other assigned tasks.

Minimum Qualifications:

Education: University/College Degree in Business, Marketing, Finance, Economics or any relevant discipline
Experience: 3+ years of previous experience in customer experience / service in service sector (banking / telecom).

Job specific Skills:

Excellent analytical skills (able to translate numbers into action ability)
Proactive and have problem solving skills
Customer Service Skills
Awareness of bank’s product and different bank channels procedures.
Team work skills

Generic Skills:

Excellent communication and interpersonal skills in English (Verbal and Written)
Excellent presentation skills
Excellent computer skills: (Word, Excel, PowerPoint, Outlook)

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About the company

Abu Dhabi Islamic Bank - Egypt

Banking

1. JOB PURPOSE

Track ADIB-Egypt group touch-points and products service level on departmental and individual level
Work closely with internal stakeholders on action plans to elevate customers’ journeys/satisfaction and monitor closely till closure
Ensure compliance with banks standards and delivering monthly, quarterly and annual targets.

2. KEY ACCOUNTABILITIES

Monitor customer experience journeys and compliance with banks’ standards across the banks different touch-points and products.
Work with customers’ insights team to identify action plans for top monthly, quarterly and annual customers’ issues across ADIB-Egypt Group touch-points and products.
Work closely with the customers’ insights team to communicate VoC or any related customers’ insights to internal stakeholders to deliver extraordinary customer experience
Work closely with relevant stakeholders on enhancing banks touch-points and products (including branches, DSUs…. etc.) monthly KPIs to deliver targets and ensure continuous elevation of customer experience
Work closely with internal stakeholders on action plans to elevate customers journeys/satisfaction and monitor closely till closure
Run and track root cause analysis across bank touch-points and products for any negative experience and work with relevant stakeholders for preventive actions.
Initiate and suggest new service enhancement ideas.
Engage with team members in any related service projects that aim to enhance customer experience.
Submit complaints resolution quality calls on closed complaints to ensure efficient complaint resolution process, empowered escalation matrix and complaints aging control
Ensure proper follow up till service issues are permanently solved and/or escalated.
Create monthly service metrics to track service levels across main touch-points & products to reflect the impact on improvement initiatives
Conduct visits to the branches to check service quality and customer satisfaction to ensure service excellence and raise customer experience.
And any other assigned tasks.

Minimum Qualifications:

Education: University/College Degree in Business, Marketing, Finance, Economics or any relevant discipline
Experience: 3+ years of previous experience in customer experience / service in service sector (banking / telecom).

Job specific Skills:

Excellent analytical skills (able to translate numbers into action ability)
Proactive and have problem solving skills
Customer Service Skills
Awareness of bank’s product and different bank channels procedures.
Team work skills

Generic Skills:

Excellent communication and interpersonal skills in English (Verbal and Written)
Excellent presentation skills
Excellent computer skills: (Word, Excel, PowerPoint, Outlook)

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About the company

Company Owner

Business Prospecting Representative

Customer Success Lead

Event Specialist

EUSM Lebanon - European Union Support Mission in Lebanon 1-2026 Call for Contributions (EUSM Lebanon)

Software Engineer

Sales Advisor

Business Development

Computer Science

Mechanical Engineer

HR Volunteer

Private Engineering Tutor

Real Estate Salesperson

Sales Manager- 19 L

Human Resources Manager

Store Manager

Hairdresser

Solar Design Engineer

Insurance Unit Leader

Managing Partner

HR Volunteer

Nail Artist

Kitchen & Laundry Technician

Mechanical Supervisor

Business Development Specialist (Remote)

Key Account Portfolio Manager

Client Engagement Agent

Administrator & Account Manager