Customer Insights Manager

Property Finder; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading property tech company in Dubai is seeking a Customer Insights Manager responsible for developing evidence-based customer insights to inform business strategy. This role requires at least 5 years of experience in customer experience or analytics, with strong analytical skills and the proven ability to influence stakeholders. The ideal candidate should be skilled in both qualitative and quantitative research methods and bring a customer-first approach to decision-making to enhance the overall customer journey.

Qualifications

• Minimum 5 years experience in customer experience or analytics.
• 3+ years experience leading customer insights programs.
• Fluency in English; Arabic is a plus.

Responsibilities

• Develop and implement a Customer Insights strategy.
• Analyze data to identify key themes and trends.
• Create compelling insight narratives for stakeholders.

Skills

Analytical skills

Stakeholder management

Qualitative research methods

Quantitative research methods

Communication

Education

Bachelor’s degree in business or related field

Tools

Qualtrics

Job description

Property Finder is the leading property portal in the Middle East and North Africa (MENA) region, dedicated to shaping an inclusive future for real estate while spearheading the region’s growing tech ecosystem. At its core is a clear and powerful purpose: To change living for good in the region.

Founded on the value of great ambitions, Property Finder connects millions of property seekers with thousands of real estate professionals every day. The platform offers a seamless and enriching experience, empowering both buyers and renters to make informed decisions. Since its inception in 2007, Property Finder has evolved into a trusted partner for developers, brokers, and home seekers. As a lighthouse tech company, it continues to create an environment where people can thrive and contribute meaningfully to the transformation of real estate in MENA.

Job Summary

The Customer Insights Manager is responsible for building a deep, evidence-based understanding of customers and using that understanding to influence strategy, priorities, and execution across the business. They lead the customer insights agenda end-to-end, integrating Voice of the Customer (VoC), market intelligence, behavioral/product data, and qualitative research to uncover needs, drivers, pain points, and opportunities.

This role ensures the organization benefits from a clear, comprehensive, and actionable view of customer experience and behavior across the full lifecycle. The Customer Insights Manager develops and maintains a robust insight engine comprising relationship, transactional, and journey feedback, continuous listening, and ad-hoc research. They translate data into compelling narratives and recommendations that improve customer outcomes and deliver against customer, employee, and company KPIs.

As a principal representative of the customer, the Customer Insights Manager uses strong analytical capability and stakeholder influence to drive insight-led decisions. They proactively identify risks to retention or acquisition, quantify root causes, and partner with leaders to prioritize initiatives that measurably enhance experience, adoption, and value.

Key Responsibilities

• Develop and implement a comprehensive Customer Insights strategy that combines VoC, product/behavioral analytics, market trends, and qualitative research to inform business decisions.
• Own and evolve the customer measurement framework (relationship, transactional, and journey metrics), ensuring relevance, statistical rigor, and clear linkage to business outcomes.
• Establish a consistent insight operating rhythm (monthly/quarterly insights, deep dives, and executive readouts) that drives action across functions.
• Design and manage customer research programs including surveys, interviews, focus groups, usability tests, and other qualitative/quantitative methods.
• Build always-on customer listening across touchpoints (support, sales, digital journeys, social/app reviews, community, etc.).
• Partner with Product, Business Analysis, and Commercial teams to integrate customer feedback with behavioral and performance data to identify drivers and root causes.
• Analyze multi-source data to identify key themes, trends, unmet needs, segmentation insights, and opportunities for improvement or growth.
• Create clear, compelling insight narratives, dashboards, reports, and presentations tailored for senior leadership and cross-functional stakeholders.
• Translate insights into prioritized recommendations, including expected customer and business impact, effort sizing, and measurement methods.
• Drive continuous improvement initiatives by working with relevant teams to validate solutions, track impact, and close the loop with customers.
• Monitor customer experience and value KPIs (e.g., NPS/CSAT/CES, adoption, churn risk, loyalty drivers), surfacing early warning signals and growth levers.
• Ensure systematic closed-loop feedback and learning processes are embedded in relevant teams.
• Act as an internal advocate for customers, ensuring customer insight is a core input into planning, prioritization, and trade-off decisions.
• Collaborate with Marketing, Sales, Product, and Customer Support to support positioning, messaging, case studies, testimonials, and go-to-market improvements grounded in true customer needs.
• Train and mentor colleagues on customer insights best practices, data literacy, and using insight to guide decisions.
• Manage relationships with third-party research/VoC vendors and partners, ensuring high quality data, ROI, and continuous innovation.
• Regularly review and update insights processes, tools, and methodologies to ensure effectiveness in a rapidly evolving market.

The Person

• Bachelor’s degree in business, science, or a related field.
• Minimum 5 years experience in customer experience, customer insights, market/consumer research, or analytics, with a proven track record of impact.
• 3+ years experience leading customer research or VoC/insights programs.
• Fluency in English; Arabic is a plus.
• Strong background in both qualitative and quantitative research methods (study design, sampling, analysis, storytelling).
• Exceptional analytical skills with ability to deep-dive into complex problems and use data to drive decisions.
• Experience managing or working in omnichannel contact centers.
• Strong understanding of SaaS/Marketplace solutions.
• Experience with Qualtrics is a plus.

Other Capabilities

• Proven ability to lead insights programs that drive measurable change in customer experience and business outcomes.
• Strong understanding of customer operations, business metrics, and their drivers.
• Excellent stakeholder management and influence skills; able to align diverse teams around insight-led priorities.
• Exceptional data-driven communication: ability to convert ambiguity into clarity and action.
• Comfortable working with structured and unstructured data to build digestible dashboards, visuals, and executive-ready presentations.
• Strong strategic planning and time management skills.
• Excellent project management skills; able to manage multiple concurrent initiatives under tight deadlines.
• Experience driving change initiatives in fast-paced environments.

Behavioral competencies

• Thought leader and vocal advocate for customer needs, grounded in evidence.
• Commercially minded: balances customer value with business impact.
• Analytical and creative problem solver with a can-do attitude.
• Flexible and adaptable to changing priorities; adjusts approach for different audiences.
• Strong team-building and people leadership skills.
• Curious, open-minded, and empathetic listener.
• Highly collaborative and outcomes-focused.

Our promise to talent

At Property Finder, we believe talent thrives in an environment where you can be your best self. Where you are empowered to create, elevate, grow, and care. Our team is made up of the best and brightest, united by a shared ambition to change living for good in the region. We attract top talent who want to make an impact. We firmly believe that when our people grow, we all succeed.

Property Finder Guiding Principles

1. Think Future First
2. Data Beats Opinions, Speed Beats Perfection
3. Optimise for Impact
4. No Ostriches Allowed
5. Our People, Our Power
6. The Biggest Risk is Taking no Risk at All

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