Manager Customer Experience

We are seeking a detail-oriented Customer Experience Manager to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data-driven recommendations to enhance customer satisfaction and engagement.

• Lead CX transformation and implementation across selected business units, driving cultural and structural improvements that elevate customer‑centricity.
• Develop and execute the strategy and roadmap, ensuring alignment with business priorities and measurable outcomes.

• Establish and enhance customer feedback mechanisms – including surveys, mystery shopping, and customer interviews – to capture actionable insights.
• Analyse and interpret Voice of Customer (VoC) data to identify key pain points, opportunities, and trends, and communicate findings effectively to leadership.
• Partner with business leaders and frontline teams to embed CX practices and ensure continuous improvement based on customer insights.
• Develop CX dashboards and KPIs, track progress, and ensure accountability for improving customer satisfaction, NPS, and experience metrics.

• Collaborate with CX analyst, stakeholders, and cross‑functional teams to understand business objectives and customer experience challenges.
• Work closely with technology and operations teams to implement digital solutions that improve customer journeys and experience efficiency.

• Improve end‑to‑end journey map, customer insight analysis, and process improvement based on the insights from customers.

• Bachelor's Degree in Computer Science & Engineering or similar disciplines, Certified in CX and Data Analysis.

• 7 years in Customer Experience or related roles (minimum).

• Strong analytical skills with experience using data analytics and visualization tools (e.g., Excel, Power BI).
• Proven experience in journey mapping, customer insight analysis, and process improvement.
• Excellent communication and presentation skills with the ability to influence stakeholders and translate insights into business actions.
• Demonstrated success in leading cross‑functional projects and fostering a customer‑centric culture.
• Knowledge of Agile methodologies and project management principles is an advantage.
• Familiarity with CX measurement frameworks (e.g., NPS, CSAT, CES) and CX technology platforms is preferred.
• Strong customer focus and commitment to deliver and drive excellence.
• Resilience, positive mindset, and ability to work under pressure.

• Job Identification 4196
• Job Category Business Consultancy
• Posting Date 06/17/2026, 07:56 AM
• Locations Al Ghurair Corporate Office, Deira
• Apply Before 07/15/2026, 08:00 PM
• Degree Level Bachelor’s Degree
• Job Schedule Full time