Customer Experience Manager

About the role

We are seeking a detail‑oriented Customer Experience Manager to support our CX team in the United Arab Emirates. The role involves analysing customer insights, identifying trends and delivering data‑driven recommendations to boost satisfaction and engagement.

Key responsibilities

• Lead CX transformation and develop strategy and roadmap aligned with business priorities.
• Design and improve customer feedback mechanisms such as surveys, mystery shopping and interviews.
• Analyse Voice of Customer data, identify pain points and communicate findings to leadership.
• Partner with business and frontline teams to embed CX practices and drive continuous improvement.
• Create and maintain CX dashboards, KPIs and track NPS, CSAT and other experience metrics.
• Collaborate with analysts, technology and operations teams to implement digital solutions that enhance customer journeys.
• Improve end‑to‑end journey maps, customer insight analysis and related processes.

Required profile

• Bachelor’s degree in Computer Science, Engineering or a related discipline.
• Relevant CX and data‑analysis certifications.
• Proven experience in journey mapping, customer insight analysis and process improvement.
• Strong analytical ability with experience in data analytics and visualization.
• Excellent communication and presentation skills with the ability to influence stakeholders.
• Experience leading cross‑functional projects and fostering a customer‑centric culture.
• Knowledge of Agile methodologies and project management principles.

Required skills

• Journey Mapping
• CX measurement frameworks
• Process Improvement
• Customer Insight Analysis
• NPS
• CES
• Visualization tools
• CX technology platforms
• Project Management Principles
• CSAT
• Data Analytics
• Power BI
• Agile Methodologies
• Excel