Manager Customer Experience (CX) Performance

Key Responsibilities:

• Oversee development, tracking, and reporting of CX KPIs and service-level metrics across all channels.
• Manage a team of CX Performance Experts, ensuring timely monitoring of results, initiatives, and experience trends.
• Ensure alignment between CX metrics and operational KPIs, supporting a shared view of customer impact across the organization.
• Identify CX hotspots through data, VoC insights, and operational performance to inform improvement efforts.
• Work with channel and process owners to investigate root causes of poor performance and support the implementation of corrective actions.

Process Optimization:

• Lead and facilitate process optimization workshops to identify inefficiencies, eliminate bottlenecks and enhance service quality across departments.
• Collaborate with business units to update as-is and to-be processes, ensuring alignment with strategic goals and customer needs.
• Develop implementation roadmaps based on workshop outputs, assigning responsibilities and timelines for execution.
• Monitor and report on post-implementation performance improvements using data-driven KPIs.
• Promote a continuous improvement culture, embedding lean and agile methodologies across teams.

PMO (Project Management Office):

• Oversee strategic initiative tracking and reporting, ensuring alignment with organizational objectives and timely execution.
• Establish and maintain project governance frameworks, tools, templates, and documentation standards.
• Support business units in scoping, planning, and prioritizing transformation and performance-related initiatives.
• Conduct portfolio-level performance reviews, identifying risks, interdependencies, and resource constraints.
• Provide regular dashboards and executive updates on project health, key milestones, and impact on business performance.
• Drive the adoption of project management best practices, offering training and guidance where needed.
• Maintain governance frameworks and escalation protocols related to CX performance.

Required Skills & Qualifications:

• Bachelor's degree in Business, Economics, Industrial Engineering, or a related field.
• Training or certification in performance management, data analytics, or CX is an advantage.
• Intermediate proficiency in both English and Arabic is required.
• 7–10 years of experience in performance management, CX analytics, or operational excellence.
• Experience managing performance frameworks in customer-facing organizations or utilities.
• Exposure to government performance agendas such as Zero Bureaucracy is preferred.
• Proven leadership in driving cross-functional reporting and improvement initiatives.

Skills & Competencies

• Proficient in dashboarding, reporting, and data visualization tools (e.g., Power BI, Tableau, Excel).
• Strong analytical and storytelling skills — ability to synthesize quantitative and qualitative data into clear, actionable insights.
• Familiarity with VoC platforms and survey tools (e.g., Medallia, Qualtrics).
• Collaborative and outcome-driven, with the ability to work across functions and influence without direct authority.
• Results-oriented, structured, and proactive in driving accountability
• Continuous improvement mindset, with a focus on customer and business impact.