Manager – Customer Experience

Job Overview

We are seeking a detail-oriented Customer Experience Manager to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data-driven recommendations to enhance customer satisfaction and engagement.

Company Overview

Al Ghurair is a holding company based in Dubai, United Arab Emirates. The company focuses on driving cultural and structural improvements that elevate customer-centricity across its various business units.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelors Degree in Computer Science & Engineering or similar disciplines, Certified in CX and Data Analysis
• Experience: 5 Year+

Key Responsibilities

• Lead CX transformation and implementation across selected business units, driving cultural and structural improvements that elevate customer-centricity.
• Establish and enhance customer feedback mechanisms – including surveys, mystery shopping, and customer interviews – to capture actionable insights.
• Analyse and interpret Voice of Customer (VoC) data to identify key pain points, opportunities, and trends, and communicate findings effectively to leadership.
• Partner with business leaders and frontline teams to embed CX practices and ensure continuous improvement based on customer insights.
• Develop CX dashboards and KPIs, track progress, and ensure accountability for improving customer satisfaction, NPS, and experience metrics.
• Collaborate with CX analyst, stakeholders, and cross-functional teams to understand business objectives and customer experience challenges.

Requirements

• Bachelors Degree in Computer Science & Engineering or similar disciplines, Certified in CX and Data Analysis.
• Strong analytical skills with experience using data analytics and visualization tools (e.g., Excel, Power BI).
• Proven experience in journey mapping, customer insight analysis, and process improvement.
• Excellent communication and presentation skills with the ability to influence stakeholders and translate insights into business actions.
• Demonstrated success in leading cross-functional projects and fostering a customer-centric culture.
• Strong customer focus and commitment to deliver and drive excellence.

Benefits

• Opportunities to lead CX transformation across various business units.
• Collaborative environment with cross-functional teams and stakeholders.
• Chance to enhance customer satisfaction and engagement through data-driven recommendations.
• Professional development in CX and data analysis.
• Be part of a company that values customer-centricity.
• Work on implementing digital solutions to improve customer journeys.