Senior Associate - Customer Experience

About the role

Aldar is looking for a Senior Associate to lead customer experience (CX) performance monitoring and improvement across its businesses. The role partners with key leaders to improve engagement, satisfaction and retention. It is open only to UAE nationals.

Key responsibilities

• Assist in setting up processes, procedures and systems for day-to-day CX monitoring, ensuring high-quality data analysis and insights
• Support NPS and CSAT performance targets across business units
• Track and evaluate SLA performance, conduct gap assessments and benchmark against industry standards and competitors
• Keep customer information accurate and up to date in the CRM system
• Develop and run CX improvement strategies, collect and report customer feedback, and roll out customer surveys
• Identify customer journey friction points and recommend quick-win improvements
• Help establish a customer-centric culture
• Write and present CX guidance manuals, SOPs, standards and experience principles, and plan annual omnichannel customer communications

Required profile

• Minimum 6 years of experience in Customer Experience, Digital Strategy, Management Consulting, Product Management or a related field
• Experience in Real Estate, Hospitality and/or Education sectors
• Bachelor's degree in Business or a relevant degree
• Good written and spoken English (Arabic preferred)

Required skills

• Analyzing large volumes of customer data and generating insights
• Proficiency with CX metrics such as NPS, CSAT and CLV
• Advanced Excel and PowerPoint, and strong business writing
• Interpreting customer feedback from surveys, reviews and direct interactions