Head of Customer Engagement Platforms - Banking Technology
Posted date [2026-03-27]
(ID: 43126)
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As the largest bank in the UAE, FAB has taken decisive steps as a regional pacesetter in the financial industry to bind both ambition and action together to accelerate the pace of positive environmental change. As the first bank in the MENA region to have committed to a target of net-zero emissions by 2050, we're making advances across our own operations in addition to walking alongside our clients as their strategic partner to ensure they can achieve their climate goals.... |
Quick Summary
Drive the strategy and transformation of customer engagement platforms including CRM, contact center systems, and omnichannel banking experiences in a leading UAE financial institution.
Job Details
Location: UAE
Location: Abu Dhabi
Industry: Banking
Function: MIS Management (CIO/CTO/VP)
Salary: 40000-60000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
Position Overview
Head of Customer Engagement Platforms - Banking Technology in Abu Dhabi UAE is a senior leadership role focused on delivering scalable, integrated, and innovative engagement platforms across banking channels. This position plays a key role in transforming customer experience through advanced digital solutions and omnichannel integration.
Key Responsibilities
* Lead the strategy, design, and implementation of engagement platforms including CRM, contact center systems, public websites, and ATM CDM networks
* Drive omnichannel integration to deliver seamless and personalized customer journeys across digital and physical channels
* Oversee transformation of legacy systems into modern cloud-native or hybrid architectures
* Ensure integration with core banking systems, customer data platforms, and digital ecosystems
* Collaborate with business stakeholders to define requirements and prioritize enhancements aligned with strategic goals
* Manage vendor relationships and third-party technology providers to ensure delivery excellence
* Monitor platform scalability, security, and performance to meet evolving business demands
* Lead cross-functional technology teams and foster a culture of innovation and agility
* Ensure compliance with governance, risk, and regulatory requirements
* Track performance metrics, audit requirements, and risk indicators to maintain operational excellence
Candidate Requirements
* Bachelor’s degree in Computer Science, IT, or related discipline
* 15+ years of experience with at least 10 years in banking technology environments
* Strong expertise in CRM systems, contact center technologies, and digital engagement platforms
* Proven experience in omnichannel integration and customer journey design
* Deep knowledge of scalable platform architecture and system integration
* Strong leadership and stakeholder management capabilities
* Experience managing vendors and large-scale transformation projects
What We Offer
* Executive-level role in a major digital transformation program
* Opportunity to shape future customer engagement strategies in banking
* Exposure to cutting-edge technologies and enterprise architecture
* Competitive leadership compensation package
* Innovative and collaborative work environment
About the Company
First Abu Dhabi Bank is the UAE’s largest financial institution, delivering advanced banking solutions through innovation and digital transformation. The bank continues to invest in next-generation technologies to enhance customer experience and maintain its leadership position in the financial services sector.
