Customer Experience Officer

Role Purpose:

Acts as the authorizing checker for customer transactions and requests, ensuring maker-checker control, service quality, and compliant execution. Supports a differentiated assisted customer experience and readiness from Day 1.

Key responsibilities:

• Review and authorize branch transactions, account maintenance, and customer instructions initiated by maker roles, checking documentation, signatures, limits, and compliance requirements.
• Enforce maker-checker segregation and escalate control gaps, override attempts, errors, and suspicious activity promptly.
• Support and coach branch maker roles through day-to-day guidance, quality feedback, and on-the-job learning to reduce errors and rework.
• Act as first escalation point for complex customer requests, complaints, and exceptions; resolve matters within authority and route others appropriately.
• Ensure point-of-service adherence to KYC, AML, sanctions, and consumer-protection requirements, including accurate capture and verification of customer documentation.
• Monitor branch service and control measures, including turnaround times, error rates, queues, wait times, and customer satisfaction; contribute improvement actions.
• Guide customers in using digital and self-service journeys while preserving appropriate assisted service.
• Contribute to branch procedures, checklists, contingency processes, operational-readiness rehearsals, end-of-day checks, and records management.
• Use approved AI-assisted verification and anomaly-detection tools as decision support, applying independent judgement before authorization.

Required Skills & Experience:

• 6+ years in retail branch banking within banking or financial services, including senior leadership of a branch customer experience team.
• Deep expertise in branch operations, account servicing, transaction processing, maker-checker controls, cash and instrument handling, and customer complaint resolution.
• Proven record building branch procedures, service standards, maker-checker controls, and operational-readiness practices in a regulated environment.
• Strong knowledge of relevant CBUAE expectations and applicable KYC, AML, sanctions, consumer-protection, and conduct standards.
• Exposure to AI-enabled verification, digital customer-service tools, and advanced branch service and transaction analytics.

Qualifications & Certifications (Preferred)

• Bachelor’s degree in business, finance, or a related field preferred.
• Retail banking, branch operations, or AML/KYC certification preferred.
• CBUAE Fit & Proper requirements and any applicable controlled-function eligibility criteria, where required.

Ready to join us? Apply today and take the next step in your career.