Senior Manager Customer Experience (CX) Insights and Design
Role: Senior Manager Customer Experience (CX) Insights and Design
Reports to:
Location: Ajman/ Dubai
We are seeking a highly analytical and customer-focused Senior Manager CX Insights and Design to lead the design and execution of customer insight programs across all touchpoints. This role is responsible for gathering qualitative and quantitative insights through focus groups, mystery shopper programs, and CRM analysis to guide improvements in customer experience and service delivery. The ideal candidate will translate customer data into actionable strategies that enhance satisfaction, loyalty, and brand perception.
Key Responsibilities:
- Design and manage focus groups, interviews, and customer panels to capture in-depth qualitative feedback.
- Plan and oversee mystery shopper programs across relevant channels and locations to audit customer experience standards.
- Leverage CRM and VoC platforms to extract, segment, and analyze customer data and feedback.
- Consolidate insights from multiple sources (surveys, NPS, CES, CSAT, complaints, digital analytics) to create a comprehensive view of the customer experience.
- Analyze and report on customer behavior, correlations, potential AI use cases, through a thorough advanced understanding of quantitative data and analysis techniques (e.g. regression, correlations, etc..)
- Work cross-functionally with operations, customer care, digital, and front-line teams to drive customer-centric improvements.
- Lead segment analysis while providing recommendations on service personalization.
- Develop and maintain CX dashboards and reports for leadership to support decision-making.
- Monitor CX KPIs and benchmarks and provide recommendations for continuous improvement.
- Support journey mapping efforts with data-backed insights and customer behavior analysis.
- Advise and lead the team implementing journey mapping and required UX/UI improvements based on best practices and international standards
Required Skills & Qualifications:
- 5–8 years of experience in customer experience, market research, or customer insights roles.
- Proven track record running focus groups, interviews, and qualitative research initiatives.
- Experience managing mystery shopping programs, including design, execution, and reporting.
- Strong CRM knowledge (Salesforce, HubSpot, or equivalent) and experience in extracting customer data and behavior trends.
- Familiarity with VoC platforms (e.g., Medallia, Qualtrics, Clarabridge).
- Bachelor's degree in Marketing, Business, Psychology, or a related field (Master's is a plus).