Manager CX Performance Management (Arabic Speaker)

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

Manager CX Performance Management

We are currently seeking a highly skilled and strategic Manager CX Performance Management to join one of our esteemed clients in the government sector. This role is ideal for candidates passionate about improving customer experience and driving performance excellence through data-driven insights and continuous improvement initiatives.

Job Purpose

The selected candidate will own the measurement analysis and performance management of customer experience (CX). This includes translating customer feedback and operational data into actionable insights identifying opportunities to improve service delivery and partnering with cross‑functional teams to close performance gaps.

Key Responsibilities

• Develop track and report on CX KPIs and service‑level metrics across all channels.
• Manage a team of CX Performance Experts ensuring timely monitoring of results and initiatives.
• Align CX metrics with operational KPIs to create a shared view of customer impact across the organization.
• Identify CX hotspots using data analytics Voice of Customer (VoC) insights and operational performance metrics.
• Lead process optimization workshops to eliminate inefficiencies and enhance service quality.
• Oversee project governance reporting and tracking of transformation initiatives.
• Drive adoption of continuous improvement methodologies such as Lean and Agile across the organization.

Requirements

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

Experience

• 7–10 years of experience in performance management, CX analytics or operational excellence.
• Proven experience in managing CX metrics and implementing performance improvement initiatives.
• Exposure to energy / power / infrastructure / government or customer‑facing organizations; experience with government performance programs like Zero Bureaucracy is a plus.
• Strong knowledge of data visualization and reporting tools (Power BI, Tableau, Excel).
• Familiarity with VoC platforms (e.g., Medallia, Qualtrics).

Skills & Competencies

• Excellent analytical and problem‑solving skills.
• Strong stakeholder management and ability to influence without direct authority.
• Results‑oriented mindset with a passion for driving measurable impact.

If you are passionate about delivering exceptional customer experiences and leading performance improvement initiatives we would love to hear from you!