Customer Experience Improvement Manager

About the role

JD Logistics is seeking a Customer Experience Improvement Manager to lead the enhancement of customer experience across its intercontinental operations in the Middle East, based in Dubai. The role will focus on monitoring performance, analyzing data, and optimizing processes to ensure seamless service delivery.

Key responsibilities

• Develop and maintain an intercontinental experience dashboard to track key performance indicators and share insights with frontline teams.
• Analyze data to identify core issues, establish evaluation mechanisms, and pinpoint projects for improvement.
• Drive identification and resolution of quality problems, coordinating cross‑functional initiatives to enhance service standards.
• Collaborate with operations, logistics, and technology teams to implement process optimizations.
• Report on experience metrics and progress towards strategic targets.

Required profile

• Proven experience in customer experience, operations, or process improvement within a logistics or supply chain environment.
• Strong analytical mindset with ability to translate data into actionable insights.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast‑paced, international setting.

Required skills

What we offer

• Competitive salary and benefits.
• Opportunities to work with cutting‑edge logistics technology.
• Supportive, people‑first culture with room for professional growth.