Performance & Closed Loop Specialist

About the role

A leading multi-site consumer organization in Abu Dhabi is hiring a Performance & Closed Loop Specialist on a 12-month contract. The role turns customer signals from every channel into prioritized, root-caused improvement plans and verifies that the customer experience actually improved, owning the closed loop from signal to action, resolution and re-measurement.

Key responsibilities

• Monitor and triage customer feedback channels: contact center, social listening, reviews and app analytics.
• Run Mystery Shopping and CSAT cycles.
• Diagnose root causes with service owners, separating symptoms from causes before any plan is issued.
• Issue structured improvement plans (site, environment and experience plans), each with a clear trigger, owner and close condition.
• Track every plan to a named owner and resolution date, and escalate what stalls.
• Build the collaboration model with the teams benefiting from improvement plans.
• Re-measure after implementation and confirm whether the experience improved.
• Maintain measurement integrity: coverage, sample size, response rate and cadence.
• Prepare evidence packs and Voice of Customer (VoC) summaries for leadership and CX committee decisions.
• Maintain the CX compliance evidence register and track corrective actions to closure.

Required profile

• 5-8 years of experience in Customer Experience, VoC, service quality or operational analytics, ideally in a multi-site network (retail, hospitality, aviation or similar).
• Proven root-cause analysis: explaining why a metric moved, not just reporting that it did.
• Track record of driving actions to completion through functions you do not control.
• Clear, decision-ready writing and confident escalation.
• Strong stakeholder management across operations, service lines and external partners.

Required skills

• Comfortable with quantitative and qualitative evidence in equal measure.
• Strong experience with CSAT, NPS, Mystery Shopping and VoC programs.