Manager CX Performance Management (Arabic Speaker)

Black Pearl Consult; Dubai; On-site; AED 600,000 - 900,000; Full time

Job summary

Black Pearl Consult is seeking a strategic Manager CX Performance Management for a government-sector client. The role focuses on measuring CX performance, translating feedback into actionable insights, and driving improvement initiatives across the organization.

Responsibilities include leading a team, aligning CX with operational KPIs, and guiding continuous improvement programs using Lean and Agile methodologies. Strong data visualization and VoC expertise are essential.

Qualifications

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

Responsibilities

• Develop, track and report CX KPIs and service-level metrics across channels.
• Lead a team of CX Performance Experts to monitor results and initiatives.
• Align CX metrics with operational KPIs to share a unified impact view.
• Identify CX hotspots using VoC data and performance metrics.
• Lead process optimization workshops to reduce inefficiencies and improve service.
• Oversee governance reporting and transformation initiative tracking.
• Drive Lean and Agile adoption across the organization.

Skills

CX Performance

CX Analytics

Performance Management

Data Visualization

Stakeholder Management

Lean & Agile

Education

Bachelor's degree in Business Economics Industrial Engineering or related field

Tools

Power BI

Tableau

Excel

VoC Platforms (Medallia/Qualtrics)

Job description

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!