Manager – Research, Insights & Communications (Client Experience)

Location: UAE

We are looking for a dynamic professional to join our Client Experience team as a Manager – Research, Insights & Communications—a role at the heart of how we communicate, learn, and innovate for our clients across the UAE.

In today’s rapidly evolving banking landscape, clear, compliant, and timely communication is critical. This role will ensure that all client email and SMS journeys are accurate, well-sequenced, and aligned with the highest customer experience (CX) standards. You will also play a key role in managing communications during planned and unplanned outages, supporting service recovery efforts, and maintaining governance reporting.

Beyond communications, this role is instrumental in driving meaningful insights. From client research and survey follow-ups to co-creation initiatives, you will help translate client feedback into actionable improvements across the bank.

Key Responsibilities

• Test, validate, and coordinate all client-facing communications (Email & SMS)
• Manage the bank-wide communications calendar to ensure clarity and avoid client fatigue
• Support communication during outages, disruptions, and service recovery events
• Assist with governance reporting, audit trails, documentation, and action tracking
• Conduct research and insights activities, including surveys and client interactions
• Drive client co-creation initiatives and support regulatory Consumer Education programs

Ideal Candidate

• Bachelor’s degree in a relevant field
• Proven experience in client communications and governance within the banking sector
• Strong research and analytical skills (qualitative & quantitative)
• Excellent command of English (written and verbal)
• Proficiency in Microsoft Office tools
• Familiarity with email/SMS journeys, incident management, and service recovery
• Mandatory: Prior experience in the banking industry