Customer Experience Executive - Quality & Governance

Customer Experience Executive - Quality & Governance Division

Location: Dubai

Role Overview:

Support the Manager in driving end-to-end complaint handling, ensuring timely, compliant resolution while turning complaints into actionable insights for CX improvement, operational efficiency, and reputation management. Act as a key partner to frontline teams, product, operations, and compliance functions, ensuring smooth execution of complaint processes and escalation management.

Key Responsibilities include but are not limited to

1. Complaint Case Management

• Assist in receiving, logging, categorizing, and tracking complaints through to resolution.
• Ensure accurate documentation and record-keeping in complaint management systems.
• Monitor complaint SLAs and escalate potential delays to the Complaint Manager promptly.
• Support the preparation of responses for high-impact or regulatory complaints.

1. Compliance & Governance

• Ensure all complaint handling activities comply with regulatory and internal policy requirements.
• Conduct quality checks on case documentation, resolution notes, and closure evidence.

• Assist in preparing periodic reports for compliance and audit review.

1. Data Analysis & Reporting

• Support in maintaining complaint dashboards, metrics, and trend analysis reports.
• Extract and compile data insights for management presentations.
• Help identify emerging issues or recurring root causes based on complaint data.
• Participate in cross-functional review sessions to discuss complaint trends and improvement actions.

1. Process Improvement & AI Integration Support

• Contribute ideas to enhance automation and efficiency in complaint tracking and reporting tools.
• Support digital and AI-driven initiatives under the Complaint Manager's guidance.
• Document process improvements, feedback loops, and updated workflows.

Key Success Metrics

• Complaints accurately logged and tracked in the system.
• Timely closure of cases in line with SLAs and regulatory timelines.
• Quality and accuracy of documentation and reports.
• Reduction in follow-up or reopened complaints.

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• Compliance with internal governance and external audit requirements.
• Positive collaboration feedback from internal stakeholders.
• Increased operational efficiency through improved processes or automation.

Skills & Competencies

• Strong organizational and coordination skills.
• Attention to detail and commitment to data accuracy.
• Clear communication and stakeholder management abilities.
• Analytical mindset with ability to interpret complaint data and trends.
• Proficiency in complaint management systems and Microsoft Office tools.
• Knowledge of regulatory complaint handling guidelines.
• Team player with a proactive and customer-focused attitude.

Qualifications & Experience

• Bachelor's degree in Business Administration, Banking, or a related field.
• 3–5 years of experience in complaint handling, customer experience, or operations within banking, insurance, or financial services.
• Experience with complaint tracking systems and regulatory reporting preferred.
• Exposure to quality assurance, audit, or compliance functions is an advantage.