Digital CX Manager – Mass Segment & Journeys

Emirates Integrated Telecommunications Company; Dubai; On-site; AED 400,000 - 650,000; Full time

Job summary

Emirates Integrated Telecommunications Company seeks a senior leader to drive digitization and the end-to-end customer journey for the Mass Segment. The role focuses on improving digital adoption, self-service features and e-shop performance, while aligning CX standards across channels.

You will own the Mass Segment CX roadmap and drive initiatives with cross-functional teams. Additionally, you will own NPS/CSAT metrics, translate customer feedback into actionable improvements, monitor

Qualifications

• Minimum bachelor’s degree in marketing, Business administration or Telecom Engineering or any other relevant degree.

Responsibilities

• Own the Mass Segment CX and digitization roadmap across digital, channels and customer care teams.
• Drive NPS and CSAT performance for the Mass Segment, with tracking and reporting.
• Turn customer feedback into concrete improvement actions across propositions and journeys.
• Set and maintain customer-experience standards across channels and touchpoints.

Skills

Marketing

Customer Experience

Project management

Leadership

Education

Bachelor's degree in Marketing, Business Administration or Telecom Engineering

Job description

Emirates Integrated Telecommunications Company seeks a senior leader to drive digitization and the end-to-end customer journey for the Mass Segment. The role focuses on improving digital adoption, self-service features and e-shop performance, while aligning CX standards across channels.

You will own the Mass Segment CX roadmap and drive initiatives with cross-functional teams. Additionally, you will own NPS/CSAT metrics, translate customer feedback into actionable improvements, monitor