Emirates NBDManager - Customer Experience Support
Emirates NBD is hiring a Manager - Customer Experience Support. Level rates it ; you can apply on Emirates NBD.
Level's read on this job
- On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
- The posting mentions customer experience, customer support and issue resolution among its tools and skills.
- Level classes it as a mid-level role.
- Emirates NBD has 39 other open roles on Level.
- Posted within the past week.
AI in this role
A customer experience support manager is needed to ensure service standards, resolve escalated concerns, and drive operational excellence.
About ENBD
Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region.
As a Priority Banking -Manager Customer Experience Support at Emirates NBD, your role is to ensure the seamless delivery of service standards and operational excellence across all customer touchpoints. By applying sound judgement to resolve day-to-day service challenges and proactively identifying process improvements.
Investigate, analyse and address escalated customer concerns to restore trust and reinforce service commitments.
Coordinate with branch and digital teams to ensure timely closure of service gaps impacting high-value clients.
Reduce in repeat complaints from Priority Banking clients
Improve customer satisfaction survey scores.
Standardise procedures for in-branch and remote service delivery to ensure a unified customer experience.
Conduct regular reviews of frontline adherence to Priority Banking protocols and compliance requirements.
Support the rollout of new service initiatives by training staff and monitoring early adoption outcomes.
Consistency of service delivery metrics across channels
Audit findings on adherence to operational standards
Identify and escalate emerging conduct or operational risks impacting customer experience.
Monitor compliance with data privacy and KYC requirements in all customer interactions.
Review exception reports to detect and address potential breaches of service or regulatory standards.
Champion risk awareness among team members through targeted briefings and scenario-based learning.
Continuously improve the customer experience processes and evaluate customer journey data to pinpoint friction points and prioritise process enhancements.
Bachelor's degree in Business, Finance, or related field
Professional certification in Customer Experience (e.g., CCXP) preferred
Ongoing training in digital banking and regulatory compliance
There’s never been a better time to join Emirates NBD.
We’re one of the region’s most recognisable brands. We’re banking innovation leaders. We’re growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.
At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.
How we rate this
Manager - Customer Experience Support at Emirates NBD rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where customer experience was part of your work. What did you do?
- Tell me about a project where customer support was part of your work. What did you do?
- Tell me about a project where issue resolution was part of your work. What did you do?
- Tell me about a project where service standards was part of your work. What did you do?
- Tell me about a project where compliance was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Customer Experience, Customer Support, Issue Resolution, Service Standards, and Compliance. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Get your CV reviewed before you apply
Send your CV and the role you want next. Your review arrives by email within 3 days.
Get new AI jobs by email
One email a week, each job rated for how much AI is in the work. No recruiter spam, unsubscribe in one click.
Free.
Similar roles
Other roles that involve little AI, at other companies.
What kind of AI work fits you?
Answer 12 practical questions in about three minutes. Get a simple profile, the work it points to, and live roles to explore next.
Find my next step