CX Analytics Manager — Drive Customer Experience Growth

Majid Al Futtaim; Dubai; On-site; AED 360,000 - 540,000; Full time

Benefits offered by this job

Friendly environment

Leadership development

Large team

Job summary

Majid Al Futtaim in Dubai seeks a Manager – CX to lead all CX analytics, drive customer insights, and translate findings into actions for markets and BU leadership. You will oversee data from feedback sources and deliver visual dashboards and monthly KPI reports.

The role requires a Bachelor's degree or higher in business/marketing/communications, 3–5 years in CX, and strong problem-solving with knowledge of CX metrics. Collaboration across functions to implement improvements is essential.

Qualifications

• Bachelor's degree or higher in business studies, marketing or a communications discipline.
• 3–5 years of experience in CX related roles.
• Knowledge of CX metrics and measurement methodologies.
• Excellent problem-solving skills with ability to identify root causes and recommend solutions.
• Understanding of operations research and statistics is a plus.

Responsibilities

• Develop deep analytical understanding for growth drivers across markets.
• Analyze CX data from feedback sources (NPS, social media, calls, product feedback).
• Prepare and deliver visualizations and presentations translating insights into actions for partners.
• Prepare monthly KPI reports and share with CX leadership and management.
• Collaborate with markets to develop improvement plans considering customer feedback and local challenges.
• Oversee end-to-end execution of customer research on innovations (Scan & Go, Cleveron, etc.).
• Review business cases on new rollouts across MAF Retail.
• Monitor and report on Business Unit NPS.

Skills

CX analytics

Analytical thinking

Problem-solving

Stakeholder communication

Cross-market collaboration

Education

Bachelor's degree or higher in business studies/marketing/communications

Job description

Majid Al Futtaim in Dubai seeks a Manager – CX to lead all CX analytics, drive customer insights, and translate findings into actions for markets and BU leadership. You will oversee data from feedback sources and deliver visual dashboards and monthly KPI reports.

The role requires a Bachelor's degree or higher in business/marketing/communications, 3–5 years in CX, and strong problem-solving with knowledge of CX metrics. Collaboration across functions to implement improvements is essential.