Senior Manager – Customer Experience (UAE National)

About the role

The Senior Manager – Customer Experience will shape and continuously improve every interaction visitors, residents, tenants and partners have with Saadiyat Grove. Reporting to senior leadership, you will translate the brand promise into tangible experiences across physical, digital and service touchpoints.

Key responsibilities

• Define and own the Saadiyat Grove CX framework aligned with brand values.
• Map end‑to‑end journeys for visitors, residents, office tenants and retail staff, identifying moments that matter and friction points.
• Partner with operations, facilities and security to ensure day‑to‑day experiences meet defined service standards.
• Design and manage feedback mechanisms (surveys, mystery shopping, social listening) and turn insights into actionable improvement plans.
• Collaborate with marketing on events, activations and seasonal programming to optimise flow, wayfinding and dwell time.
• Ensure digital touchpoints (website, signage, wayfinding) align with on‑ground experiences and contribute to future CX tools such as apps or loyalty platforms.

Required profile

• UAE national with at least five years of experience in customer experience, service design or related fields.
• Proven ability to work cross‑functionally with operations, retail, marketing and facilities teams.
• Strong analytical mindset to translate feedback into clear recommendations.

Required skills

• Stakeholder Management
• Operations‑led CX
• Journey Mapping
• Customer Experience
• Service Design