About CNTXT AI
CNTXT AI is a UAE-based Data and AI company helping organizations become AI-ready through sovereign, end-to-end solutions built in the region and designed to scale globally.
We provide secure data services, custom AI solutions, and industry-specific applications that simplify AI adoption and enable seamless deployment. Our expertise spans the full AI lifecycle — from data advisory, labeling, and annotation to advanced machine learning and intelligent applications. With Arabic-first, domain-specific innovation, CNTXT AI delivers practical AI solutions that help enterprises and governments reduce costs, accelerate growth, and maintain full control over their data.
Munsit is CNTXT AI's flagship Arabic Voice AI platform, built to enable organizations to leverage state-of-the-art Arabic speech recognition, transcription, voice intelligence, and conversational AI capabilities across multiple dialects and industries.
About the RoleCNTXT AI is seeking a Product Manager, Customer Experience (CX) to own and optimize the end-to-end customer journey for Munsit.
This role sits at the intersection of Product, Customer Success, Operations, UX, and AI
, ensuring customers achieve maximum value from Munsit while driving adoption, retention, and customer satisfaction.
The ideal candidate is obsessed with customer outcomes, highly analytical, and capable of translating customer feedback into product improvements and scalable customer experience programs.
You will work closely with customers, product teams, engineering teams, AI teams, and commercial teams to continuously improve the customer journey across onboarding, implementation, adoption, support, and expansion.
Key Responsibilities Customer Journey Ownership- Own the complete customer lifecycle for Munsit, including:
- Evaluation
- Onboarding
- Implementation
- Adoption
- Retention
- Expansion
- Map and optimize customer journeys across different customer segments.
- Identify friction points and opportunities for improvement.
- Develop strategies to increase customer engagement and product adoption.
- Establish structured customer feedback programs.
- Conduct:
- Customer interviews
- User research sessions
- Customer advisory boards
- Feedback workshops
- Analyze customer needs and translate insights into product requirements.
- Advocate for customers throughout the product development process.
- Define and improve:
- User onboarding experiences
- Self-service experiences
- Customer education journeys
- Product adoption workflows
- Work closely with UX and Engineering teams to improve usability and customer satisfaction.
- Drive initiatives that reduce customer effort and improve time-to-value.
- Convert customer insights into:
- Product requirements
- User stories
- Feature enhancements
- Collaborate with Product and Engineering teams on roadmap prioritization.
- Ensure customer needs are reflected in future product development.
- Partner with Customer Success and Sales teams to:
- Improve customer onboarding
- Increase feature adoption
- Improve customer retention
- Develop frameworks for measuring customer health and engagement.
- Support enterprise customer implementations when required.
- Define and monitor key CX metrics including:
- NPS
- CSAT
- CES
- Retention
- Product adoption
- Feature utilization
- Churn
- Build dashboards and reporting frameworks.
- Use data to identify trends and drive improvements.
- Develop deep understanding of
- Arabic speech recognition
- Voice AI systems
- Conversational AI
- Customer interaction workflows
- Identify opportunities to improve customer experiences through AI-powered features.
- Work with AI teams to improve product performance based on customer feedback.
- 4–8 years of experience in:
- Product Management
- Customer Experience
- Customer Success
- Product Operations
- SaaS Product Management
- Experience working with B2B SaaS, AI, or technology products.
- Strong understanding of customer journey mapping and CX frameworks.
- Experience gathering and prioritizing customer requirements.
- Excellent communication and stakeholder management skills.
- Experience working with:
- AI…
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