Digital Customer Experience Manager

du; Dubai; On-site; AED 420,000 - 640,000; Full time

Job summary

du is seeking a senior Customer Experience leader to drive the Mass Segment's digitization and CX strategy in the UAE. You will design and optimize end-to-end customer journeys across digital and assisted touchpoints, embedding the customer perspective in campaigns, services, and propositions.

You will own NPS and CSAT for the Mass Segment and transform feedback into actionable improvements. You will lead cross-functional teams, align with Digital, Technology, Channels and Customer Care, and set

Qualifications

• Bachelor’s degree in marketing, business administration or telecom engineering or related field.
• Minimum 7 years of experience; at least 5 years in Marketing/Experience role preferably in Telecom.
• Experience in designing customer experiences for consumer customers.
• At least 5 years of line management or project management experience in CX themes.

Responsibilities

• Drive digital adoption across the Mass Segment focusing on app/online penetration, digital recharge and e-shop performance.
• Design customer journeys for new propositions, campaigns and services from ideation to post-launch improvement.
• Continuously improve existing journeys across digital and assisted touchpoints using feedback and data.
• Own the Mass Segment CX and digitization roadmap with cross-team coordination.
• Set and maintain customer-experience standards across channels (Level 1 journey designs, CE guidelines, PLM).
• Own NPS and CSAT performance for the Mass Segment; track, analyze and report progress.
• Turn customer feedback into clear improvement actions and monitor after launch; drive action to closure.

Skills

Digital CX strategy

NPS/CSAT

Stakeholder management

Leadership & people mgmt

Education

Bachelor’s in Marketing

Bachelor’s in Business Administration

Bachelor’s in Telecom Engineering

Job description

du is seeking a senior Customer Experience leader to drive the Mass Segment's digitization and CX strategy in the UAE. You will design and optimize end-to-end customer journeys across digital and assisted touchpoints, embedding the customer perspective in campaigns, services, and propositions.

You will own NPS and CSAT for the Mass Segment and transform feedback into actionable improvements. You will lead cross-functional teams, align with Digital, Technology, Channels and Customer Care, and set