Performance & Closed Loop Specialist

99Bright Minds; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

99Bright Minds in Abu Dhabi is seeking a seasoned CX professional to lead VoC programs across a multi-site organization. You will monitor feedback channels, perform root-cause analysis, and partner with operations and external partners to drive improvements.

The role emphasizes structured improvement planning, clear escalation, and sustaining measurement integrity, with responsibilities spanning from data to leadership-ready recommendations.

Qualifications

• 5–8 years of experience in Customer Experience, VoC, service quality or operational analytics.
• Experience in multi-site networks such as retail, hospitality or aviation.
• Proven root-cause analysis capabilities.
• Balanced quantitative and qualitative evidence skills.
• Track record of driving actions through functions you do not control.
• Strong experience with CSAT, NPS, Mystery Shopping and VoC programs.
• Clear, decision-ready writing and escalation when needed.
• Strong stakeholder management across operations and external partners.

Responsibilities

• Monitor and triage customer feedback from contact centers, social listening, reviews, and app analytics.
• Run Mystery Shopping and CSAT cycles.
• Diagnose root causes with service owners before issuing plans.
• Issue structured improvement plans with triggers, owners and close conditions.
• Own the closed loop from signal to re-measurement and escalated stalled items.
• Re-measure after implementation and confirm experience improvements.
• Maintain measurement integrity across coverage, sample size and cadence.
• Prepare evidence packs and VoC summaries for leadership and CX committees.
• Maintain the CX compliance evidence register and track corrective actions.

Skills

Root-cause analysis

Stakeholder management

CSAT experience

NPS experience

Mystery Shopping

Tools

VoC programs

CSAT/NPS tracking

Job description

Responsibilities

• Monitor and triage customer feedback from contact center, social listening, reviews and app analytics
• Run Mystery Shopping and CSAT cycles
• Diagnose root causes with service owners before issuing plans
• Issue structured improvement plans with trigger, owner and close condition
• Own the closed loop from signal to re-measurement and escalated stalled items
• Re-measure after implementation and confirm experience improvement
• Maintain measurement integrity across coverage, sample size and cadence
• Prepare evidence packs and VoC summaries for leadership and CX committees
• Maintain the CX compliance evidence register and track corrective actions

Requirements

• 5-8 years in Customer Experience, VoC, service quality or operational analytics
• Experience in a multi-site network such as retail, hospitality or aviation
• Proven root-cause analysis
• Balanced quantitative and qualitative evidence skills
• Track record driving actions through functions not controlled
• Strong experience with CSAT, NPS, Mystery Shopping and VoC programs
• Clear decision-ready writing and confident escalation
• Strong stakeholder management across operations and external partners

About the Company

99Bright Minds recruits for a leading multi-site consumer organization in Abu Dhabi.