Customer Insights Manager

Mediclinic Corporate Office Dubai; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A healthcare organization in Dubai is seeking a Customer Insights Manager to lead the analysis and communication of customer and patient insights. The ideal candidate will have over 8 years of customer analytics experience and a strong background in omnichannel marketing strategies. This role is critical for enhancing patient experiences and driving innovation within the organization.

Qualifications

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

Responsibilities

• Collect and analyze data from various sources.
• Identify patterns and trends across patient journeys.
• Translate insights into actionable recommendations.
• Support leadership with data-informed decision-making.
• Act as a strategic partner to senior stakeholders.

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

MAIN PURPOSE OF JOB

To lead the generation, analysis, and communication of actionable customer and patient insights, drawing from qualitative and quantitative sources, 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 organization. This role will be based in Dubai.

KEY RESPONSIBILITY AREAS

• Collect and analyze 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 organizational 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 prioritize 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 of 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, storyboarding, 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 Relationship Management) software applications.
• Brand implementation & custodianship.
• Employer branding principles.
• Strategic brand management.