Manager, Research & Insights & Communications

Manager, Research & Insights & Communications

We are looking for a dynamic professional to join our Client Experience team as 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 essential. This role will ensure our client emails and SMS journeys are accurate, well‑sequenced, and aligned with the highest CX standards. You will also play a vital part in managing communications during planned/unplanned outages, service recovery, and governance reporting.

Beyond communications, this position drives meaningful insights. From client research and survey follow-ups to co‑create initiatives, you'll help us 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 avoid fatigue and ensure clarity
Support communication during outages, disruptions, and service recovery events
Assist with governance decks, audit trails, documentation, and action tracking
Conduct research and insights activities, including surveys and client calls
Drive client co-create initiatives and support regulatory Consumer Education programs

Ideal Candidate Bachelor's degree
Experience in client communications and governance within the banking sector
Strong research skills (qualitative & quantitative)
Excellent command of English
Proficiency in Microsoft Office
Familiarity with email/SMS journeys, incident management, or service recovery
Previous banking experience is mandatory

This is a fantastic opportunity for someone passionate about client experience, communication excellence, and insight-driven decision-making within the UAE's financial services ecosystem.