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customer experience strategist

Amazon Web Services

<div><h2 class="jobSectionHeader">DESCRIPTION</h2><div>
At AWS, the Global Deal Strategy and Programs (GDSP) team drives cloud adoption and business growth through innovative pricing strategies. The organization comprises two specialized teams: Strategic Customer Engagements, which guide transformative deals with industry leaders, and Private Pricing Programs &amp; Experiences, which scales and optimizes pricing solutions across our diverse customer base. Within GDSP, you will develop deep expertise in cloud economics, hone your strategic thinking, and directly impact AWS's market leadership while working with innovative technologies and global clients. 
 
Do you have an aptitude for analyzing opportunities and creating high-impact, innovative business deals? Can you take complex scenarios and simplify them down to the essentials while building consensus across broad stakeholder groups? 
 
Strategic Customer Engagements (SCE) is seeking a senior Deal Lead to drive engagement and lead the various critical phases of the Deal Cycle (Strategy, Structuring, Negotiations, and Closure) for Strategic Collaborations. This role has EMEA responsibility, is highly partner and customer facing, and will work closely with Amazon customers, partners, Partner Network (APN) programs teams, partner segment leaders, and sales leaders. The ideal candidate will possess a deal strategist and negotiator background, and experience in technology sales with customers and partners, and developing Go To Market (GTM) strategic collaborations, and be a proven collaborator across multiple stakeholders including engaging at partner/customer C-suite levels. 
 
Strategy: This individual will work with the Partner and Account Team to set objectives, analyze key data and ensure executive alignment and governance. The individual will be able to provide advice on the competitive situation, create an actionable strategy, and lead engagement with the customer. 
 
Structure: You will be able to distill business objectives in service of developing and executing deal structures that maximize the value of the opportunity for both customers and AWS. 
 
Negotiations: You will be experienced with high-stakes customer negotiations, including commercial aspects of the deal structure. The individual understands the impact of business terms and pricing and can provide alternative solutions to ensure alignment across internal and external stakeholders. 
 
Closure: Will be able to bring to closure, in partnership with the customer and partner/account team and legal teams, any contractual/legal matters for the deal, including briefing senior management. 
 
Key job responsibilities 
<ul><li>Act as trusted advisor and thought leader in the development of the strategy and execution of the sales and GTM deal cycle (strategy, structuring, negotiation, and closure) for strategic, complex, or highly competitive partner and channel opportunities.</li><li>Collaborate with finance and analytics teams to produce financial models, risk assessments and performance metrics that will guide each deal, ensuring data-driven decision-making and scalability.</li><li>Dive Deep into customers&rsquo; business needs and obstacles, tailoring deal structures that are mutually beneficial to all</li><li>Inspire and influence internal stakeholders, experts and other resources not under direct control, proactively removing obstacles to drive deal momentum and deliver seamless execution.</li><li>Facilitate alignment and effective AWS communication within sales team and internal/external key partners/customers and promptly resolve any conflicts to encourage harmonious and productive interaction.</li><li>Continuously monitor and analyze industry trends and competitive landscapes to inform deal strategy and identify high-potential opportunities.</li><li>Ensure disciplined sales methodology application across management groups, resulting in consistent and accurately forecasted financial results.</li><li>Cultivate best practices through analysis and reporting in support of continuous improvement.</li><li>Work with key internal stakeholders (e.g. AWS Partner Organization, finance, operations, legal, etc.) as needed.</li></ul> 
A day in the life 
SCE is a specialized global deal team that engages with commercial and public sector customers on deal strategy, structuring, and negotiations through contractual closure for transformational, strategic, large, complex, and/or highly competitive opportunities such as GenAI. This is a unique opportunity to engage with AWS customers on strategic opportunities, increase the growth of AWS (Americas/EMEA/APJ), and to establish AWS as their key cloud technology provider. These opportunities range across industry verticals, such as Financial Services, Telecommunications, Media &amp; Entertainment, Energy, Healthcare Life Sciences, Automotive and Manufacturing, and Public Sector, and customer size (from start-ups to enterprise customers). These engagements may also involve Pan-Amazon and AWS go-to-market opportunities involving close partnership between the SCE team and other Amazon and AWS stakeholders.</div><h2 class="jobSectionHeader">
BASIC QUALIFICATIONS</h2><ul><li>&bull; 12+ years of technology related deal team or complex sales environment experience &bull; 5+ years of experience in business consulting, GTM/strategic collaboration deals with technology and/or services partners</li></ul><h2 class="jobSectionHeader">
PREFERRED QUALIFICATIONS</h2><ul><li>Advanced degree or equivalent relevant experience &bull; Direct field experience and knowledge of AWS products and services &bull; Demonstrated success in structuring, negotiating, and closing large-scale, high-impact partnership deals &bull; Proven track record of managing and streamlining complex processes with a close attention to detail &bull; Understanding of the Global/SI business model and ISV partnerships &bull; Strong written and verbal presentation skills and the ability to articulate complex concepts to cross-functional audiences. Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.</li></ul> 
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.</div>

Strategic Customer Engagements, SCE

Gargash Group

<div>
 
 The Customer Journey Manager is responsible for overseeing and improving the entire customer journey, from initial awareness through post-purchase engagement. This job is responsible to manages the strategic design, implementation, and optimisation of customer experience programs and initiatives across all customer engagement channels that ensure a best-in-class customer experience.
 
 
 
 
 
 
 KEY DUTIES &amp; RESPONSIBILITIES
 
 
 <ul>
 <li>
 Collaborate with cross-functional teams to map the customer journey, identifying key touchpoints, pain points, and opportunities for improvement.
 </li>
 <li>
 Develop and refine customer personas to better understand the diverse needs and preferences of our customer base.
 </li>
 <li>
 Plan, design, and oversee the Initiation and implementation of an overarching group loyalty strategy to increase customer engagement, boost retention, drive cross-selling/upselling opportunities and maximise sales.
 </li>
 <li>
 Perform in-depth target audience research and execute data-driven customer segmentation to ensure our loyalty program is customized according to each audience segment.
 </li>
 <li>
 Map Customer Journey by business and define and implement standards/procedures.
 </li>
 <li>
 Direct activities to research best practices, establish metrics, and collect and analyse customer data and feedback.
 </li>
 <li>
 Conduct surveys across group verticals to gather information on the customer experience and provide strategies to enhance it.
 </li>
 <li>
 Communicate a customer experience vision and defined goals to stakeholders that drive a consistent end-to-end customer experience across the organisation.
 </li>
 <li>
 Collect and analyse customer feedback and data to gain insights into customer behaviour and preferences.
 </li>
 <li>
 Create and manage customer segments to enable personalised engagement and targeted marketing efforts.
 </li>
 <li>
 Work closely with marketing, sales, product development, and customer support teams to ensure a cohesive and exceptional customer journey.
 </li>
 <li>
 Create and manage communication strategies that nurture customer relationships, including onboarding, upselling, and retention campaigns.
 </li>
 <li>
 Develop and execute retention strategies to reduce churn and increase customer lifetime value.
 </li>
 <li>
 Utilise customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
 </li>
 <li>
 Lead the design and implementation of customer experience initiatives/projects with the objective to continually improve the group&rsquo;s Net Promoter Score.
 </li>
 <li>
 Mentor and provide professional development opportunities for junior team members.
 </li>
 <li>
 Uphold company values throughout business practices and use sound judgment in decision making.
 </li>
 <li>
 Any other additional duties as may be required by management based on needs of the business.
 </li>
 </ul>
 
 
 
 
 
 WORK EXPERIENCE
 
 
 <ul>
 <li>
 A minimum of 5 to 7 years in related field.
 </li>
 <li>
 Proven experience in customer journey management, CRM, or related roles.
 </li>
 </ul>
 
 
 
 
 
 EDUCATIONAL QUALIFICATION
 
 
 <ul>
 <li>
 Relevant bachelor&rsquo;s degree in related field.
 </li>
 <li>
 Master&rsquo;s degree is an added advantage.
 </li>
 </ul>
 
 
 
 
 
 SKILLS/BEHAVIOR ATTRIBUTES
 
 
 <ul>
 <li>
 Strong strategic thinking and problem-solving abilities.
 </li>
 <li>
 Excellent communication and interpersonal skills.
 </li>
 <li>
 Leadership and team management experience.
 </li>
 <li>
 Proficiency with CRM software, marketing automation tools, and data analysis.
 </li>
 <li>
 Familiarity with industry best practices and trends in customer journey management.
 </li>
 </ul>
 
 
</div>

Customer Journey Manager

Idealz Holding

<div>
 
 
 At a Glance:
 
 
 
 👨&zwj;💻&nbsp;
 
 Position:
 
 &nbsp;Senior Manager &ndash; Customer Experience
 
 
 👫&nbsp;
 
 Team:
 
 &nbsp;Customer Experience &amp; Operations
 
 
 📍&nbsp;
 
 Location:
 
 &nbsp;Dubai, United Arab Emirates
 
 
 📄&nbsp;
 
 Contract:
 
 &nbsp;Full-time
 
 
 🏢&nbsp;
 
 Type:
 
 &nbsp;On-site
 
 
 💷&nbsp;
 
 Benefits:
 
 &nbsp;Competitive package with performance incentive
 
 
 
 
 
 
 About Us 🥇
 
 
 
 At&nbsp;
 
 Idealz Holding
 
 , we&rsquo;re redefining retail with our unique&nbsp;
 
 &ldquo;Shop &amp; Win&rdquo;
 
 &nbsp;model &mdash; transforming everyday shopping into extraordinary experiences 🎉. With a footprint across 4 continents and over&nbsp;
 
 $100M in prizes awarded
 
 , Idealz stands at the intersection of&nbsp;
 
 commerce, innovation, and customer delight
 
 &nbsp;🚀.
 
 
 Customer experience is at the heart of everything we do. Every purchase, every draw, every win &mdash; it all begins and ends with how we make our customers feel.
 
 
 
 
 
 
 Role Description 📝
 
 
 
 We&rsquo;re looking for a&nbsp;
 
 Senior Manager &ndash; Customer Experience
 
 &nbsp;who will lead and elevate how customers interact with Idealz across every touchpoint. This role demands a balance of strategy, empathy, and operational excellence. You&rsquo;ll design and implement world-class service processes, shape the customer journey, and build a team that delivers excellence at scale.
 
 
 You&rsquo;ll collaborate closely with product, operations, and marketing teams to ensure our customers enjoy a seamless, memorable experience that matches the excitement of our brand 🎯.
 
 
 
 
 
 
 What You&rsquo;ll Be Doing ✅
 
 
 <ul>
 <li>
 Own and evolve the&nbsp;
 
 end-to-end customer experience strategy
 
 , from onboarding to retention.
 </li>
 <li>
 Lead and manage customer service operations, ensuring top-tier responsiveness and satisfaction.
 </li>
 <li>
 Develop&nbsp;
 
 CX frameworks and KPIs
 
 &nbsp;to measure and continuously improve performance.
 </li>
 <li>
 Design and refine&nbsp;
 
 customer journeys
 
 , identifying friction points and optimizing touchpoints.
 </li>
 <li>
 Partner with technology and product teams to integrate&nbsp;
 
 CX insights
 
 &nbsp;into platform improvements.
 </li>
 <li>
 Implement&nbsp;
 
 VOC (Voice of Customer)
 
 &nbsp;programs and feedback loops to inform decisions.
 </li>
 <li>
 Train, mentor, and inspire customer-facing teams to deliver empathetic, consistent service.
 </li>
 <li>
 Handle escalations and critical cases with professionalism and tact.
 </li>
 <li>
 Collaborate with Marketing &amp; Communications to ensure customer feedback is reflected in brand messaging.
 </li>
 <li>
 Champion a&nbsp;
 
 customer-first culture
 
 &nbsp;across the organization.
 </li>
 </ul>
 
 
 
 
 
 Skills &amp; Qualifications 🧩
 
 
 <ul>
 <li>
 10&ndash;12 years of experience in&nbsp;
 
 customer experience, customer success, or service operations
 
 , preferably in retail, e-commerce, or lifestyle brands.
 </li>
 <li>
 Proven track record of&nbsp;
 
 leading CX teams
 
 &nbsp;and driving measurable improvements in satisfaction and loyalty.
 </li>
 <li>
 Strong analytical mindset &mdash; able to translate data and feedback into actionable strategies.
 </li>
 <li>
 Deep understanding of&nbsp;
 
 CX tools, CRMs, and service technologies
 
 &nbsp;(Zendesk, Salesforce, Freshdesk, etc.).
 </li>
 <li>
 Excellent communication, leadership, and problem-solving skills.
 </li>
 <li>
 Passion for delivering&nbsp;
 
 exceptional, emotionally resonant customer experiences
 
 .
 </li>
 <li>
 Bachelor&rsquo;s/Master&rsquo;s degree in Business, Marketing, or related field.
 </li>
 </ul>
 
 
 
 
 
 The Process ➡️
 
 
 <ul>
 <li>
 Initial screening with Global Head of HR
 </li>
 <li>
 Case study / customer journey assignment
 </li>
 <li>
 Interview with General Manager
 </li>
 <li>
 Final interview with CEO
 </li>
 </ul>
 
 
 
 
 ⏱️ Process typically concludes within 3&ndash;4 weeks
 
 
 
 
 
 
 Why Join Idealz ⁉️
 
 
 
 At&nbsp;
 
 Idealz Holding
 
 , you&rsquo;ll join a&nbsp;
 
 fast-paced, globally recognized brand
 
 &nbsp;where innovation meets customer obsession. This role offers the opportunity to&nbsp;
 
 shape the customer experience backbone
 
 &nbsp;of a company reinventing retail 🌍. You&rsquo;ll have the autonomy to build, lead, and transform &mdash; making every customer interaction a winning one 🏆.
 
</div>

Sr. Manager Customer Experience

Tabby | تابي

<div>
 
 
 Department:
 
 Training and Quality
 
 
 
 Location:
 
 UAE
 
 
 
 
 Description
 
 
 
 About the role
 
 As a Process Analyst, you will play a key role in optimizing and standardizing customer and partner support operations. Your work will directly impact customer satisfaction and operational efficiency by analyzing, designing, and implementing process improvements. You will collaborate closely with cross-functional teams, including customer support agents, ops-managers, the Training team, Product, and other stakeholders, to ensure processes are customer-centric and aligned with organizational goals.
 
 
 A strong background in customer support is critical for this role, as you will leverage your expertise to identify pain points, design effective workflows, and ensure seamless customer experiences.
 
 
 
 
 
 Key Responsibilities
 
 
 
 Process Optimization:
 <ul>
 <li>
 Apply your deep understanding of customer support best practices to design processes that improve customer satisfaction and resolve pain points.
 </li>
 <li>
 Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
 </li>
 <li>
 Design and implement process improvements that enhance efficiency, consistency, and customer satisfaction.
 </li>
 </ul>
 Formalized Workflow Documentation:
 <ul>
 <li>
 Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
 </li>
 <li>
 Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
 </li>
 <li>
 Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.
 </li>
 </ul>
 Cross-Functional Collaboration:
 <ul>
 <li>
 Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
 </li>
 <li>
 Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.
 
 
 
 </li>
 </ul>
 
 Skills, Knowledge &amp; Expertise
 
 
 
 
 
 Education:
 
 
 
 
 Bachelor's degree in Math, Engineering, Software Development, Business Administration, Operations Management, or equivalent demonstrable experience in a related discipline. Relevant certifications or additional qualifications are a plus.
 
 
 
 Experience:
 
 <ul>
 <li>
 Proven experience in customer support operations, with a deep understanding of customer service principles, problem-solving techniques, and conflict resolution.
 </li>
 <li>
 Prior experience as a process analyst, business analyst, or similar role, preferably in a customer support or service environment.
 </li>
 </ul>
 
 
 Technical Skills:
 
 <ul>
 <li>
 Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems).
 </li>
 <li>
 Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
 </li>
 <li>
 Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.
 </li>
 </ul>
 
 
 Soft Skills:
 
 <ul>
 <li>
 Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
 </li>
 <li>
 Detail-oriented mindset with the ability to critically evaluate and improve processes for efficiency and effectiveness.
 </li>
 <li>
 Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.
 
 </li>
 </ul>
 This role is ideal for a customer support professional who is passionate about process improvement and delivering outstanding customer experiences. If you are a detail-oriented, data-driven thinker with a customer-first mindset, we encourage you to apply!
</div>

Process Analyst, Customer Experience

Tabby

As a Process Analyst, you will play a key role in optimizing and standardizing customer and partner support operations. Your work will directly impact customer satisfaction and operational efficiency by analyzing, designing, and implementing process improvements. You will collaborate closely with cross-functional teams, including customer support agents, ops-managers, the Training team, Product, and other stakeholders, to ensure processes are customer-centric and aligned with organizational goals. A strong background in customer support is critical for this role, as you will leverage your expertise to identify pain points, design effective workflows, and ensure seamless customer experiences.
Key Responsibilities
<ul>
<li>Process Optimization: Apply your deep understanding of customer support best practices to design processes that improve customer satisfaction and resolve pain points.</li>
<li>Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.</li>
<li>Design and implement process improvements that enhance efficiency, consistency, and customer satisfaction.</li>
<li>Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.</li>
<li>Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.</li>
<li>Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.</li>
<li>Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.</li>
<li>Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.</li>
</ul>

GitMax

Key Responsibilities <ul> <li>Customer Journey Design: Create and manage detailed, end-to-end customer flows, ensuring frictionless user experience across platforms and teams.</li> <li>Operational Oversight: Conduct daily audits of onboarding processes, service response times, platform usability, and chatbot effectiveness.</li> <li>Cross-Functional Collaboration: Act as a key liaison across compliance, legal, finance, sales, and tech teams to escalate, solve, and prevent customer issues.</li> <li>Client-Centric Culture: Serve as an internal voice of the client bringing insights to strategic meetings and influencing feature prioritization and UI/UX improvements.</li> <li>Data-Driven Feedback: Establish feedback loops, track CSAT and NPS, and implement actions to continuously improve service standards.</li> <li>Reporting &amp; Accountability: Produce structured daily reports highlighting bugs, service gaps, and improvement recommendations.</li> </ul> Candidate Profile <ul> <li>5+ years of experience in customer experience or customer success, ideally in SaaS, fintech, or digital service environments.</li> <li>Strong familiarity with Salesforce and CRM analytics tools.</li> <li>Demonstrated ability to coordinate complex initiatives across multiple departments.</li> <li>Exceptional communication and problem-solving skills.</li> <li>Native-level fluency in English; other languages are a plus.</li> <li>Obsessed with detail, UX, and client-first thinking.</li> </ul> What s in It for You <ul> <li>Work with one of the most innovative fintech brands in the region</li> <li>Competitive salary and bonus structure</li> <li>Relocation package if needed</li> <li>Visa sponsorship for employee and family</li> <li>21 working days of paid vacation + 12 additional company-paid days off</li> <li>Strong team culture, team events, and professional development support</li> </ul>

Customer Experience Officer

Glow Beauty On Demand

CX Analyst Customer Experience and Data Insights Dubai, UAEbr&gt;Core Duties<ul><li>Write SQL queries to extract, clean, and analyze large datasets across multiple systems.</li><li>Build scalable dashboards using BI tools such as Tableau, Power BI, or Looker.</li><li>Ensure consistency and reliability across data reporting layers.</li><li>Analyze order journeys, funnel drop-offs, and customer contact points to uncover root causes and improvement opportunities.</li><li>Define and track key CX success and guardrail metrics.</li><li>Proactively identify anomalies, trends, and emerging pain points.</li><li>Present insights in structured business narratives tailored for cross-functional teams.</li><li>Collaborate with Product, Operations, and Customer Support teams to prioritize improvements.</li><li>Maintain and report regularly on CX KPIs at regional and country levels.</li><li>Balance long-term analysis projects with urgent diagnostics and stakeholder requests.</li></ul>Why Join Us<ul><li>Opportunity to work with one of the region s leading on-demand delivery platforms.</li><li>Collaborative workplace environment at Talabat s City Walk office in Dubai.</li><li>Competitive salary, benefits, and monthly credit to use on the Talabat app.</li><li>Sponsored healthcare, gym membership, and wellness facilities.</li><li>Career growth and recognition opportunities within a diverse, multicultural team.</li></ul>

CX Analyst Customer Experience and Data Insights

Explore 10000+ Customer experience strategist in Dubai United Arab Emirates this November. Find roles across top companies and apply now to boost your career.

10000 customer experience strategist jobs IN Dubai United Arab Emirates

Strategic Customer Engagements, SCE

Customer Journey Manager

Sr. Manager Customer Experience

Process Analyst, Customer Experience

Process Analyst, Customer Experience

Customer Experience Officer

CX Analyst Customer Experience and Data Insights