Analytics Manager, Customer Insights

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World's Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

Job Purpose:

Responsible for defining and implementing Key Service Indicators, measuring customer experience, Complaints Management Reporting and performance of SLAs. Responsible for Central Bank reporting on Complaints & Service piece as part of Consumer Protection Regulation (CPR). Support in defining and implementing CBD Voice of the Customer (VoC) framework, including NPS methodology, CSAT monitoring, and Mystery Shopping exercises. Providing strategic and analytics support and direction to PBG and WBG business segments in the bank. Creating dashboards and reporting mechanism for upstream information to various Transformation Councils (PBG & WBG).

Principal Accountabilities

1. Develop the Customer Insights & Analytics strategy: Develop a Quality Measurement Program to measure customer engagement and service delivery at every customer touch point.
2. Develop and maintain Management Information (MIS) to drive improvement and achieve customer experience targets and customize the information to suit business needs.
3. Key Service Indicators (KSI) Management: Identification and defining of Key Service Indicators of the bank. These key service indicators will be parts of various customer journeys with the bank. Developing a framework for measurement of the performance of these KSIs. Implementation of the framework of measurement of performance of these KSIs working with various segments and function owners to define and roll-out the KSIs of their respective segments. Publishing of the performance of KSIs to the related forums and stakeholders.
4. Service Performance and Quality Reporting: Developing processes for defining, monitoring and reporting service performance against service level agreements (SLAs) metrics and other related targets across the Bank. Monitoring and reporting on service performance as compared to client metrics and market benchmarks. This includes service metrics, service level objectives and operating level objectives. Identify trend in performance and provide insights from the Service Performance reporting based on analysis of data. Providing intelligence to key Customer Experience forums such as Service Councils, Customer Experience Committee etc. with information on performance of service metrics.
5. Measure And Monitor Customer Experience: Capturing Voice Of Customer (VOC) and manage research assignments for external customer studies. Measure and monitor customer experience across pre-selected customer segments of CBD, alternate delivery channels through the management of customer satisfaction/loyalty surveys, mystery shopping, audits and/or any other related customer feedback methodology. Coordinate the vendor relationship and processes according to CBD's policies.
6. Responsible for Service Recovery Analytics: Develop a Reporting Framework for Service Recovery/Complaint Resolution to prepare MIS and information packs based on resolution of complaints received from CBD customers. Provides intelligence and support for functioning of key Customer Experience forums such as Forum on Top 10 complaints and Service Quality Forums.
7. Responsible for driving E2E customer journey improvements: Support in streamlining end to end customer journeys, process walkthrough, recommending key process improvements solutions and collaborating with stakeholders to implement changes to simplify the end to end processes.
8. Responsible for Consumer Protection Act: Develop a Reporting Framework for Service Recovery/Complaint reporting to Central Bank as part of Consumer protection Act.

Requirements:

Education And Experience: Graduate/Post-graduate, preferably in commercially oriented discipline with recognized diploma in Banking. 5-8 years of experience with specialized experience in customer research, management of service quality metrics, service measurement and customer experience functions.