Manager - Customer Experience Analytics

Majid Al Futtaim

Dubai

On-site

AED 245,520 - 357,120

Full time

14 days+

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Job summary

Majid Al Futtaim is seeking a Manager – Customer Experience Analytics in Dubai to transform feedback, data and experience metrics into measurable improvements across retail markets.

You will lead customer research, performance reporting and cross‑market coordination, delivering dashboards, executive briefings and action plans to enhance satisfaction, loyalty and growth.

Qualifications

Bachelor’s degree or higher in Business Studies, Marketing, Analytics, or a related discipline.
3–5 years of professional experience in customer experience, insights, or service improvement.
Strong understanding of CX metrics including Net Promoter Score and related methods.
Ability to translate findings into practical business recommendations.

Responsibilities

Develop analytical understanding of customer experience factors influencing retail growth across markets.
Consolidate and analyze feedback from NPS surveys, social media, contact centers, and product reviews.
Identify recurring concerns, trends, and opportunities for improvement.
Translate findings into clear recommendations for business and operations teams.
Prepare dashboards, visualizations, and executive summaries for senior stakeholders.
Produce monthly reports covering CX KPIs, NPS, risks, and actions.
Present CX findings to business units, market teams, and CX leadership.
Collaborate with markets to create improvement plans reflecting feedback and local challenges.
Monitor implementation of CX actions and follow up on delays or gaps.
Track and report BU NPS results, movements, and key drivers.
Support research for new customer-facing innovations and digital shopping labs.
Coordinate requirements for initiatives like Scan and Go and automated collection solutions.
Assist in business-case reviews for new customer experience rollouts.

Skills

CX analytics

NPS

Feedback analysis

VoC

Journey improvement

Retail CX

Market research

Root cause analysis

Data visualization

KPI reporting

Executive presentations

Social media analysis

Contact center data

Customer cases analysis

Business case review

Customer research

Statistical analysis

Operations research

Service improvement planning

Cross-market coordination

Stakeholder management

Retail innovation assessment

Performance dashboards

Insight generation

Action plan monitoring

Education

Bachelor’s degree or higher in related field

Job description

Overview

Manager – Customer Experience Analytics in Dubai, United Arab Emirates. This retail hiring opportunity focuses on converting customer feedback, operational data, and experience metrics into measurable business improvements. The role manages customer experience analysis, market improvement plans, research initiatives, NPS reporting, and the evaluation of new retail innovations across Majid Al Futtaim’s businesses.

Location: Dubai, United Arab Emirates.
Industry: Retail. Function: Customer Support–Client Care.
Experience: 3–5 years. Job Type: Full‑time. Salary: 22,000–32,000AED.

Role Context: The Manager – Customer Experience Analytics will establish a detailed understanding of the factors that influence customer satisfaction, loyalty, and business growth across Majid Al Futtaim Retail markets. The role combines customer research, data interpretation, performance reporting, and cross‑market coordination to identify service gaps and recommend practical improvements. Working with customer experience leadership, business units, market teams, and operational stakeholders, the manager will ensure that insights from NPS, social media, customer cases, call volumes, and product feedback lead to clear action plans. The position also supports research and business‑case assessment for new customer‑facing innovations, including digital shopping and automated fulfilment solutions.

Key Responsibilities

Develop an analytical understanding of the customer experience factors that influence retail growth across different markets.
Consolidate and analyze customer feedback from NPS surveys, social media, contact centers, customer cases, product reviews, and operational channels.
Identify recurring customer concerns, service gaps, behavioral trends, and improvement opportunities.
Translate complex findings into clear recommendations that business and operational teams can implement.
Prepare dashboards, visualizations, executive presentations, and analytical summaries for senior stakeholders.
Produce monthly reports covering customer experience KPIs, NPS performance, initiative progress, risks, and corrective actions.
Present customer experience findings to business units, market teams, CX leadership, and Majid Al Futtaim management.
Work with individual markets to create improvement plans that reflect customer feedback, operational performance, and local challenges.
Monitor the implementation of agreed customer experience actions and follow up on delayed or incomplete initiatives.
Track and report Business Unit NPS results, performance movements, response patterns, and key drivers.
Support end‑to‑end customer research for newly introduced retail technologies, services, and operational innovations.
Coordinate research requirements for initiatives such as Scan and Go, automated collection solutions, and other customer‑facing platforms.
Assist in reviewing business cases for new customer experience rollouts across Majid Al Futtaim Retail.
Assess whether proposed initiatives address verified customer needs and provide measurable operational or commercial value.
Apply structured problem‑solving methods to separate complex issues, determine root causes, and recommend practical solutions.
Maintain accurate records of customer research, performance reports, recommendations, and improvement plans.
Encourage evidence‑based decision‑making across customer experience and business teams.
Monitor market developments, customer expectations, and emerging retail experience practices.

Ideal Profile

Bachelor’s degree or higher in Business Studies, Marketing, Communications, Analytics, or a related discipline.
3–5 years of professional experience in customer experience, customer insights, service improvement, research, or a related role.
Strong understanding of customer experience metrics, including Net Promoter Score and related measurement methodologies.
Experience analyzing customer feedback from multiple qualitative and quantitative sources.
Ability to convert analytical findings into practical business recommendations.
Strong problem‑solving skills with the ability to identify root causes and prioritize improvement actions.
Experience preparing reports, dashboards, data visualizations, and management presentations.
Sound understanding of retail operations and fundamental business concepts.
Ability to collaborate with market teams, business units, senior leaders, and operational stakeholders.
Experience supporting customer research or evaluating new products, services, and customer‑facing innovations.
Knowledge of operations research, statistical analysis, or analytical modeling is advantageous.
Strong written and verbal communication skills.
High attention to detail with the ability to manage several reporting and improvement initiatives simultaneously.
Genuine interest in improving customer satisfaction, loyalty, and service quality.

Skills Set