CX Performance & Closed-Loop Lead

99brightminds; Abu Dhabi; On-site; AED 120,000 - 160,000; Full time

Job summary

99Bright Minds in Abu Dhabi seeks a Performance & Closed Loop Specialist to translate customer signals into prioritized improvement plans and verify that changes deliver measurable CX gains.

This 12-month contract role involves owning the closed loop from signal to resolution, running VoC programs, CSAT/NPS, and communicating evidence to leadership. You’ll partner with operations, IT, and external partners to drive actions to closure and re-measure impact.

Qualifications

• 5–8 years of experience in Customer Experience, VoC, service quality or operational analytics, ideally in a multi-site network (retail, hospitality, aviation or similar).
• Proven root-cause analysis: establishing why a metric moved, not only reporting that it did.
• Comfortable with quantitative and qualitative evidence in equal measure.
• Track record of driving actions to completion through functions you don't control.
• Strong experience with CSAT, NPS, Mystery Shopping and VoC programs.
• Clear, decision-ready writing and confident escalation.
• Strong stakeholder management across operations, service lines and external partners.

Responsibilities

• Monitor and triage customer feedback channels: contact center, social listening, reviews and app analytics. Run Mystery Shopping and CSAT cycles.
• Diagnose root causes with service owners, separating symptoms from causes before any plan is issued.
• Issue structured improvement plans (site, environment and experience plans), each with a clear trigger, owner and close condition.
• Own the closed loop: track every plan to a named owner and resolution date, and elevate what stalls.
• Build the collaboration model with the teams who benefit from improvement plans.
• Re-measure after implementation and confirm whether the experience improved.
• Maintain measurement integrity: coverage, sample size, response rate and cadence.
• Prepare evidence packs and Voice of Customer (VoC) summaries for leadership and CX committee decisions.
• Maintain the CX compliance evidence register and track corrective actions to closure.

Job description

99Bright Minds in Abu Dhabi seeks a Performance & Closed Loop Specialist to translate customer signals into prioritized improvement plans and verify that changes deliver measurable CX gains.

This 12-month contract role involves owning the closed loop from signal to resolution, running VoC programs, CSAT/NPS, and communicating evidence to leadership. You’ll partner with operations, IT, and external partners to drive actions to closure and re-measure impact.