Project Manager - Customer Research

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

 We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

 In this role, your key responsibilities include:

• Manage and lead projects within project timeframes, manpower and budgets in order to deliver research agenda in line with commitments made to Function Heads/Internal Stakeholders.
• Perform project management activities i.e. project scoping, project sizing, stakeholder engagement and education, document/review Request for Proposal (RFP), functional specifications, user acceptance tests (UAT), service level agreements (SLAs) ensuring that project objectives are met.
• Identify areas for continuous improvement and action accordingly ensuring buy in and support from key stakeholders to ensure aligned to business needs.
• Design, execute, measure and monitor external customer satisfaction/NPS across the Bank through the management of customer satisfaction/NPS/loyalty surveys, fast feedback loop, service recovery, benchmarking study mystery shopping, audits and/or any other related customer feedback to ensure timely action is taken for service recovery by all business groups.
• Manage and execute assigned internal programmes, such as iNPS and eNPS programmes in order to support the achievement of the Bank’s objectives in line with the required standards.
• Understand business requirements for digital transformation projects and define the appropriate methodology for conducting customer research/data analysis (for example: user experience; usability testing; ethnographic studies; contextual inquiries and concept testing) to ensure relevant information/data can be provided.
• Conduct data analysis and prepare PowerPoint reports for all internally administered studies and conduct research results presentations to the middle management as required to ensure timely deliverables of results.
• Undertake vendor selection as per the ADCB procurement procedure and policy involving Finance and Audit to ensure that all ADCB research contracts with external agencies are as per the ADCB policy and are approved by the Legal department.
• Meet all ISO requirements in order to obtain certification, being available and ready to respond for audits as required.

The ideal candidate should have the following experience: 

• At least 6 years of experience in customer research and applied quantitative and qualitative tools, either as a client or research agency with at least 3 years of experience in usability testing, user experience in web and mobile, focus group moderation, facilitation of design workshops and data analytics.
• Graduate in Business Management, Quality Management, Banking, Economics or related subject.
• Certification in customer feedback/research/customer service metrics/NPS.
• Knowledge of Banking/finance and regulatory frameworks and implications
• Document structuring and story boarding capabilities
• Organisational and project management skills 

 What we offer:

Competitive Salary: The indicative pay range for this role is AED 20,000 – AED 33,500 per month. Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.
Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.