Customer Insights Officer
🏢 Company: [ADIB Egypt]
📍 Location:On-site
💰 Salary: Competitive
⏳ Type: Full Time
🎓 Experience:+2 years
📂 Category: Onsite Job
Job Description:
🏦 **Customer Insights Officer**
**Abu Dhabi Islamic Bank – Egypt (ADIB Egypt)**
📍 **Location:** Cairo, Egypt
💼 **Job Type:** Full-Time
🎓 **Experience:** 2+ Years
🏦 **Field:** Banking Customer Service / Operations
ADIB Egypt is hiring a **Customer Insights Officer** to monitor service quality, identify customer pain points, and help improve the overall customer experience across branches and banking channels.
### Key Responsibilities
🔹 Visit branches to assess service quality and customer satisfaction
🔹 Identify service gaps and customer pain points across different bank channels
🔹 Conduct regular **Mystery Shopping** across branches, Call Center, and Direct Sales Units
🔹 Conduct customer interviews and report negative feedback to relevant teams
🔹 Increase branch staff awareness of basic service standards and customer manners
🔹 Suggest and initiate new service enhancement ideas
🔹 Review customer-related procedures to ensure a **Customer-Centric approach**
🔹 Review Service Quality Controls against predefined standards
🔹 Prepare monthly reports on service quality findings and customer insights
🔹 Handle other assigned customer experience and service quality tasks
Job Requirements:
✅ University/College Degree in Finance, Economics, or a relevant discipline
✅ **2+ years of experience in Banking Customer Service**
✅ Experience in banking operations or customer service
✅ Strong customer service skills
✅ Awareness of banking products and channel procedures
✅ Good analytical and judgment skills
✅ Strong communication and interpersonal skills
✅ Excellent command of English
✅ Strong computer skills
✅ Teamwork skills
⭐ **Key Focus:** Customer Experience • Service Quality • Mystery Shopping • Customer Insights • Banking Operations
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