Senior Executive - Customer Insights - Dubai Holding Asset Management

About Dubai Holding Asset Management:

Dubai Holding Asset Management (DHAM) owns and operates an extensive portfolio of 20 landmark retail destinations and 15 residential communities. The Group plays a focal role in shaping Dubai's position as a global leader in business, tourism and leisure, contributing to its position as one of the world's most coveted and sought-after liveable destinations.

From hot-spot retail destinations like Bluewaters, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk and The Outlet Village to popular attractions, including the Theatre of Digital Art, Madame Tussauds, Tr88house, Museum of Illusions, Dubai Holding Asset Management’s retail destinations captivate millions of visitors and tourists every year. Meanwhile, the niche and vibrant community centres as Bay Avenue, Mudon Community Centre, and Serena Marketplace play a vast role in enhancing the overall quality of life in residential communities, making neighbourhoods more vibrant and connected. In 2022, Dubai Holding Asset Management’s retail destinations collectively attracted over 28 million visitors and hosted over 75 events across the portfolio.

Dubai Asset Management maintains a substantial presence in Dubai with a leasing portfolio of 15 distinct residential communities, elevating the city’s global recognition as one of the most desirable and liveable destinations worldwide.

About the Job:

An opportunity has arisen for a Senior Executive - Customer Insights to join Dubai Holding Asset Management . The main duties and responsibilities of this role:

Key Responsibilities:

• Conduct and manage customer surveys to gather actionable feedback.
• Analyze survey data to identify trends, insights, and areas for improvement.
• Support VoC program enhancements, including survey redesign, improvement models, and QA integration.
• Maintain a centralized platform to aggregate, categorize, and monitor real-time customer feedback.
• Develop dashboards to track key metrics such as NPS, CSAT, and other customer experience KPIs.
• Implement QA frameworks to ensure accurate feedback handling, SLA compliance, and proper escalation of high-priority issues.
• Collaborate with cross-functional teams to translate insights into action plans that improve the customer experience.
• Contribute to executive reports highlighting trends, root causes, and performance metrics.
• Serve as the primary point of contact for VoC program and platform management.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Experience in customer feedback management, survey analysis, or VoC programs.
• Strong analytical skills with expertise in dashboards, data visualization, and reporting tools (e.g., Power BI).
• Familiarity with VoC frameworks, QA processes, and closed-loop feedback mechanisms.
• Excellent collaboration and communication skills to work across teams and present insights to stakeholders.
• Ability to turn insights into actionable recommendations that drive operational improvement

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai