Manager – Market Research & Insights

at  Emirates NBD

COMPANY INTRODUCTION

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.
At the bank, we serve our customers and help them realize their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.
We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

EDUCATION

• Bachelor’s or Master’s degree in Market Research, Statistics, economics, finance or relevant field

EXPERIENCES

• Minimum of 6 years of experience in customer experience & strategy.
• Proven experience in customer strategy, customer experience, Voice of the customer’s research, implementation of Enterprise Feedback Management platforms and implementation of Online Communities.
• Experience and understanding of the finance sector
• Experience in implementing and managing Voice of the Customer Programs
• Understanding of data privacy regulations and ethical considerations related to the collection and management of customer feedback data

KNOWLEDGE & SKILLS

• Fluency in English, while knowledge of regional languages is an advantage.
• Strong communication skills to drive a customer-centric culture across the organization.
• Strong knowledge of the customer service concept and its impact on customer relationships.
• Strong managerial, analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills
• Effective communication and ability to translate data into actionable recommendations
• Proficiency in data analysis tools
• High Proficiency with Microsoft PowerPoint, Excel and data management and analysis platforms
• A team player

JOB PURPOSE

The Strategy and Consumer Insights (SCI) unit is a centralized Decision Management support team within the Retail Banking division of Emirates NBD, dedicated to maximizing revenue opportunities through a comprehensive customer-centric approach.
SCI’s mission is to provide actionable intelligence and high-impact analytical solutions for retail banking leaders. By leveraging data management, business analytics, campaign management, market research, and performance management, SCI aims to enhance customer lifetime value through acquisition, development, and retention strategies.
The Market Research & Consumer Insights department within SCI is crucial for understanding consumer behavior, market trends, competitive benchmarking, and customer experience. This department gathers, analyzes, and interprets data to deliver insights that drive strategic decision-making. Key responsibilities include data collection and analysis, consumer behavior studies, market trends monitoring, customer segmentation, product development support, competitive analysis, and reporting.
The Manager - Market Research & Insights ensures a deep understanding of customer needs, preferences, and expectations. This role drives continuous improvement and customer-centric decision-making by capturing, analyzing, and acting on customer feedback and insights.

RESPONSIBILITIES

• Customer Feedback Management: Design and manage processes to capture feedback via surveys, interviews, focus groups, social media, online communities, and customer support.
• VOC Technology Implementation: Deploy and manage digital platforms like Qualtrics, Medallia, and Question Pro for real-time feedback collection and analysis.
• Online Community Management: Develop and oversee an online community to enhance the customer experience journey.
• Stakeholder Workshops: Conduct monthly workshops to present customer insights and assist in designing new customer journeys and tracking initiatives.
• Regulatory Compliance: Ensure VOC program compliance with data privacy laws and industry standards.
• Customer Advocacy and Education: Promote a customer-centric culture and educate employees on best practices in customer experience.
• Cross-Functional Collaboration: Collaborate with various teams to integrate customer insights into decision-making and foster a customer-centric environment.
• Communication of Insights: Disseminate customer insights to key stakeholders, including product, marketing, sales, and customer experience teams.CX Measurement Implementation: Assist in applying VOC technology for customer experience measurement across multiple markets.