Manager – Culture Change & Consumer Education (Emiratization)

**Key Responsibilities:** 1. Internal Engagement \& Awareness * Develop internal campaigns and communications that raise awareness of customer experience priorities, successes, and behavioral expectations. * Lead engagement sessions, storytelling moments, and staff activation events to reinforce customer impact and purpose. * Facilitate cross\-functional exposure to customer realities (e.g., listening sessions, frontline immersion, customer case showcases). * Work closely with Internal Communications to ensure alignment while owning all customer excellence content. 1. Customer Centric Culture \& Change Management * Lead and drive enterprise wide CX culture initiatives to ensure alignment with customer centric values and behaviors * Develop and implement structured change management programs to embed CX principles across all frontline and support function. * Ensure CX values are integrated into employee performance frameworks and day\-to\-day operations. * Promote consistent understanding and execution of CX standards across branches, call center, and relationship management teams. 1. Quality Assurance Framework \& Governance * Design and implement a comprehensive quality scoring framework across all customer touchpoints * Define quality dimensions including service delivery, product knowledge, compliance, ownership, and resolution effectiveness * Establish governance models to ensure consistency, transparency, and calibration across evaluations * Monitor and track quality performance through structured scorecards and dashboards * Drive continuous improvement in service quality through insights, audits, and performance reviews 1. Training Capability Building \& Feedback Loop * Develop and oversee CX training curriculum aligned with quality standards and customer expectations * Ensure training programs are continuously enhanced based on quality insights and customer feedback * Establish a closed\-loop feedback mechanism linking quality assessments, training interventions, and performance improvement * Collaborating with Learning \& Development to ensure effective delivery and adoption of training initiatives * Drive frontline capability enhancement to improve service delivery consistency 1. Customer Advocacy, Loyalty \& Referral Programs * Design and implement customer advocacy and referral frameworks to convert satisfied customers into promoters * Establish end\-to\-end processes to capture and leverage customer feedback (e.g., NPS) for referral opportunities * Develop and manage loyalty and rewards programs aligned with customer segments and business strategy * Lead pilot initiatives for advocacy programs and scale successful models into business\-as\-usual operations * Enhance customer engagement through structured loyalty and referral initiatives 1. Cross\-Functional Collaboration * Collaborate with teams responsible for customer research, customer insights, complaints, service quality, and journey improvements to gather relevant stories, themes, and examples for internal activation. * Work with teams overseeing digital servicing, frontline operations, and customer support to understand real customer issues that should inform awareness campaigns. * Partner with communications, HR, training, and business leaders to plan and execute bank\-wide engagement initiatives. * Ensure cultural initiatives reflect real customer needs and organizational priorities, not generic themes. All the above accountabilities includes but not limited to any additional/new tasks or responsibilities assigned by the line Manager.