Customer Insights Manager

Medi Clinic; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading healthcare organization in Dubai is seeking an experienced manager to lead customer insights and analytics. The ideal candidate will have over 8 years of experience, including management, and be skilled in omnichannel marketing and data analysis. This role focuses on enhancing patient experiences and informing strategic decisions across the organization.

Qualifications

• 8+ years' customer analytics experience including 3+ years management experience.
• Demonstration of continuous learning.

Responsibilities

• Lead the generation, analysis and communication of actionable customer insights.
• Collect and analyse data from surveys and patient interviews.
• Translate insights into actionable recommendations for clinical and marketing teams.

Skills

Verbal and written communication skills in English

Omnichannel Marketing Execution

Customer journey creation

Marketing Automation Tools

CRM software applications

Strategic Brand Management

Education

Post Bachelors' qualification

Job description

Closing date: 15/08/2025
Number of positions: 1
Recruiter name:Fatma Alharthi
Reference number: 62389
Mediclinic Corporate Office Dubai| Dubai | United Arab Emirates

MAIN PURPOSE OF JOB

To lead the generation, analysis and communication of actionable customer and patient insights, drawing from qualitative and quantitative source, to inform decision-making, enhance experience strategies and drive innovation across the Mediclinic Group. This includes working with the Senior VoC Manager and Customer Journey Manager to ensure care pathways are seamless, empathic and consistently delivering value for both patients and the organisation. This role will be based in Dubai.

KEY RESPONSIBILITY AREAS

• Collect and analyse data from surveys, Voice of Customer (VoC) platforms, patient interviews, focus groups, social listening and operational metrics.
• Identify patterns, trends, and unmet needs across patient journeys, regions, demographics, and service lines.
• Translate insights into actionable recommendations for clinical, operational, digital and marketing teams.
• Create clear, visual, and compelling storytelling to influence decision-making and build organisational empathy.
• Support leadership to make data-informed decisions based on real-time sentiment and experience trends.
• Work cross-functionally to embed customer insights into service design, CX strategy, digital initiatives and leadership planning.
• Act as a strategic partner to senior stakeholders, helping them prioritise based on real customer needs.
• Drive continuous improvement, displaying confidence in influencing others to adopt new ways of working.
• Understand and advocate for the needs of patients, providers, and caregivers, often in emotionally sensitive contexts.

REQUIRED EDUCATION

Post Bachelors’ qualification with demonstration of continuous learning

REQUIRED EXPERIENCE

8+ years' customer analytics experience including

3+ years management experience

REQUIRED JOB SKILLS AND KNOWLEDGE

• Verbal and written communication skills in English (Arabic will be an advantage)
• Omnichannel Marketing Execution
• Customer journey creation, user story and persona mapping, design thinking, UX / UI, story boarding, prototyping, user interface documentation skills etc
• Marketing Automation Tools
• Ability to design and implement global marketing strategies tailored for B2C healthcare, focusing on market penetration, customer acquisition, and brand positioning.
• CRM (customer relations management) software applications
• Brand Implementation & Custodianship
• Employer branding principles
• Strategic Brand Management

All applicants will be considered, with the understanding that preference will be given to the designated groups in accordance with the United Arab Emirates Emiratization Program. If you wish to grow with us, apply now and become a part of the Mediclinic Middle East Family