CX Performance Lead: Data-Driven Service Excellence

Black Pearl Consult; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading consulting firm in Dubai is seeking a highly skilled Manager CX Performance Management to enhance customer experiences through data-driven insights and performance management. The ideal candidate should have 7–10 years of experience in performance management and a strong background in data analytics tools like Power BI and Tableau. You will lead a team, align CX metrics with KPIs, and drive continuous improvement initiatives across the government sector.

Qualifications

• 7–10 years of experience in performance management or CX analytics.
• Proven experience in managing CX metrics and improvement initiatives.
• Strong knowledge of data visualization and reporting tools.

Responsibilities

• Develop and report on CX KPIs and service-level metrics.
• Manage a team of CX Performance Experts.
• Align CX metrics with operational KPIs.

Skills

Analytical skills

Stakeholder management

Problem-solving

Results-oriented mindset

Education

Bachelor's degree in Business Economics or related field

Certifications in performance management or data analytics

Tools

Power BI

Tableau

Excel

VoC platforms (e.g., Medallia, Qualtrics)

Job description

A leading consulting firm in Dubai is seeking a highly skilled Manager CX Performance Management to enhance customer experiences through data-driven insights and performance management. The ideal candidate should have 7–10 years of experience in performance management and a strong background in data analytics tools like Power BI and Tableau. You will lead a team, align CX metrics with KPIs, and drive continuous improvement initiatives across the government sector.