Sr Customer Excellence Manager

About the job

We are seeking a highly motivated Customer Excellence manager to join our team and lead initiatives that enhance the end-to-end customer experience. This role is hands-on. It requires strong analytical skills, the ability to turn data into clear insights, clear communication skills and the ability to work cross-functionally to execute projects end-to-end.

Develop and execute a long-term CX vision and roadmap that articulates how exceptional CX should be delivered and measured

Leverage CX data to uncover customer pain points using cohort analysis, funnel diagnostics, and segmentation

Build clear success metrics upfront for each initiative and run robust pre/post impact assessments

Identify opportunities for predictive models (churn risk, reorder probability, voucher redemption likelihood) and work with data science teams to validate and apply

CX Delivery, Standards & Ways of Working

Deliver assigned CX initiatives and workstreams in line with the agreed CX roadmap.

Voice of Customer & Insight Management

Journey Mapping & Experience Design

Measurement, Reporting & Governance Support

Perform customer value analysis

Continuous Improvement & Recovery

Key Responsibilities

• Map and analyze customer interactions across multiple touchpoints.
• Identify friction points and operational inefficiencies in the customer journey.
• Design and implement improvements to reduce customer effort, improve first-time resolution rates, and shorten turnaround times.
• Optimize processes with the customer at the center of all initiatives.

Required Competencies

• CX strategy and digital strategy experience
• VoC & Insight , customer value analysis ,CX sop creation .
• Journey Mapping & Experience Improvement practical experience delivering journey mapping and experience design with a focus on moments that matter, friction points and applying outputs to real service, process or digital improvements.
• CX Measurement & Performance Tracking experience using CX metrics, dashboards and trackers.
• Continuous Improvement & Recovery experience supporting test-and-learn activity, recovery and structured root-cause analysis to reduce recurring issues, complaints and failure demand.
• Delivery & Stakeholder Coordination proven ability to work across teams and priorities to drive delivery, maintain momentum and ensure agreed actions are owned, implemented and followed through.

Personal Attributes

• Use metrics such as NPS, CSAT, and service-level data to identify trends and prioritize areas for improvement.
• Collaborate with the Strategy team to define and monitor key service KPIs, including complaint resolution time and customer wait time.
• Ensure all process changes align with established customer experience standards.
• Maintain and update SOPs for all relevant customer-facing functions.
• Incorporate insights from customer surveys, social listening tools, and frontline staff into process redesigns.

Promote a mindset of continuous, customer-focused improvement across the organization through workshops and engagement programs.

Identify opportunities to integrate digital tools (e.g., self-service portals, chatbots, order tracking) to enhance transparency and user experience.

Qualifications & Experience

Education

• Masters or Bachelor's degree in a relevant field.

Certifications

• Ability to analyze customer feedback and market trends
• Experience with CRM software and customer experience technologies
• Desirable Certified Customer Experience Professional (CCXP) certification.
• 5+ years’ experience in CX, service design, insight or operational transformation.
• Hands-on experience delivering end-to-end CX transformation projects.
• Strong coordination and stakeholder engagement skills.
• Exposure to CX dashboards, scorecards or VoC platforms.
• Knowledge and experience of in CCSP and six sigma
• Knowledge of CXPA and ICXI mandatory

Job Type: Full-time

Pay: AED8,000.00 - AED10,000.00 per month

Work Location: In person