CX Performance & Insights Leader

Black Pearl Consult; Dubai; On-site; AED 600,000 - 900,000; Full time

Job summary

Black Pearl Consult is seeking a strategic Manager CX Performance Management for a government-sector client. The role focuses on measuring CX performance, translating feedback into actionable insights, and driving improvement initiatives across the organization.

Responsibilities include leading a team, aligning CX with operational KPIs, and guiding continuous improvement programs using Lean and Agile methodologies. Strong data visualization and VoC expertise are essential.

Qualifications

• Bachelor's degree in Business Economics, Industrial Engineering, or a related field.
• Certifications in performance management, data analytics, or CX are an advantage.
• Intermediate proficiency in English and Arabic is required.

Responsibilities

• Develop, track and report CX KPIs and service-level metrics across channels.
• Lead a team of CX Performance Experts to monitor results and initiatives.
• Align CX metrics with operational KPIs to share a unified impact view.
• Identify CX hotspots using VoC data and performance metrics.
• Lead process optimization workshops to reduce inefficiencies and improve service.
• Oversee governance reporting and transformation initiative tracking.
• Drive Lean and Agile adoption across the organization.

Skills

CX Performance

CX Analytics

Performance Management

Data Visualization

Stakeholder Management

Lean & Agile

Education

Bachelor's degree in Business Economics Industrial Engineering or related field

Tools

Power BI

Tableau

Excel

VoC Platforms (Medallia/Qualtrics)

Job description

Black Pearl Consult is seeking a strategic Manager CX Performance Management for a government-sector client. The role focuses on measuring CX performance, translating feedback into actionable insights, and driving improvement initiatives across the organization.

Responsibilities include leading a team, aligning CX with operational KPIs, and guiding continuous improvement programs using Lean and Agile methodologies. Strong data visualization and VoC expertise are essential.