Head of Customer Experience

Job Overview

  • Ensuring all CSE activities deliver measurable and significant value to the stakeholders and enhance Customer Experience.
  • Mentoring the CSE Team in the execution of their duties, ensuring constant development of staff for maximum productivity and output.
  • Overseeing all the teams within the CSE Unit and determine key strategic direction and objectives are aligned to achieve the overall Service Strategy of DIB.
  • Continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team
  • Develop & Implement Customer Service excellence Strategy across the bank to enhance customer loyalty across multiple Cm touch points
  • Develop Customer Service excellence SOP (policies, procedure and processes) and ensure proper implementation mechanism in place.
  • Ensure a regular inspection on the levels of compliance with the service standards & meet audit requirements
  • Development and implementation of SQ metrics and initiatives to meet desired loyalty scores including a Customer Charter to meet committed service levels to customers across all functions
  • Identifying opportunities to drive continual improvement on Service delivery and cost productivity.
  • Implement new approaches and techniques to continuously improve customer experience
  • To create a Service environment and provide tools & methodologies ‘to gauge Customer feedback across various touch points. Responsible for capturing Voice of Customers (VOC) using different tools and methodologies and sharing it with key stakeholders.
    • Create a culture of excellence and provide constructive, challenging inputs and advice to improve Customer experience
    • Managing the Banc Takaful portfolio & ensuring the service aspect is managed effectively


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Since its founding in 1997, Gulfbankers Executive Search Part of Forum International Group of Companies has been the executive recruitment industry’s leader and innovator, today, has evolved as the Arabian Gulf, Middle East and North Africa premier provider of executive talent management solutions in the Banking and Finance Industry.

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