Assistant Manager - Digital and CX - Dubai Holding Entertainment

About the Role

Here’s your chance to step into the role of Assistant Manager – Digital & CX. In this role, you will help shape and optimise customer experiences across our digital platforms and wider customer journey. Using customer insights, data analysis and experience design principles, you will identify opportunities to improve satisfaction, loyalty, engagement and conversion while supporting the delivery of a consistent and customer-focused experience across the business.

In this position, you’ll take on key responsibilities that include:

• Mapping and optimising end-to-end customer journeys across digital and physical touchpoints, identifying pain points and opportunities for improvement.
• Managing and enhancing Voice of the Customer and Net Promoter Score programmes, including surveys, interviews and digital feedback channels.
• Translating customer feedback and performance data into clear, actionable recommendations for business teams.
• Creating customer experience dashboards and executive-level reports that demonstrate progress, trends and business impact.
• Leading cross-functional customer experience projects that deliver measurable improvements in customer satisfaction, loyalty and conversion.
• Facilitating design-thinking workshops with stakeholders to develop innovative and customer-centred solutions.
• Supporting the development and implementation of customer experience standards, key performance indicators and best practices.
• Managing the roadmap, continuous improvement, support and adoption of customer experience platforms, including Voice of the Customer, chatbots, social listening and gamification solutions.
• Partnering with Marketing, Sales, Digital Innovation, Guest Experience, Operations, Management and technology teams to align customer experience initiatives with wider business objectives.
• Working with data and analytics teams to measure the commercial and operational impact of customer experience improvements.
• Using tools such as Excel and Power BI to analyse data, identify trends and support evidence-based decision-making.
• Preparing business and functional specifications, process maps, user guides and supporting documentation for system implementations and enhancements.
• Supporting project planning, timeline tracking, task management and status reporting across multiple digital and customer experience initiatives.
• Promoting a culture of experimentation, continuous improvement and data-driven decision-making across the organisation.
• Keeping up to date with emerging customer experience, user experience, digital and artificial intelligence trends and technologies.

About You

The ideal candidate is a customer-focused and data-driven digital professional who combines strong customer experience expertise with analytical thinking and hands-on delivery. You will be confident working across multiple teams, translating customer insights into practical improvements and communicating complex information clearly to both technical and non-technical stakeholders.

You should have:

• A Bachelor’s degree in UX Design, Human-Computer Interaction, Marketing, Data Analytics or a related field, or equivalent professional experience.
• At least five years of relevant experience within customer experience, user experience, digital optimisation or a related field.
• Proven experience improving customer satisfaction, engagement or conversion through data-driven strategies.
• Hands-on experience managing Voice of the Customer, Net Promoter Score, survey management or customer feedback programmes.
• Strong knowledge of customer journey mapping, process mapping, usability principles and experience design best practices.
• Experience using customer experience and feedback platforms such as Sprinklr, Qualtrics, SurveyMonkey or similar solutions.
• Proficiency in data analysis and reporting tools such as Excel and Power BI.
• Experience using digital analytics and behavioural insight tools such as Google Analytics, Crazy Egg or equivalent platforms.
• Knowledge of customer relationship management systems, chatbots, websites and digital experience platforms.
• A basic understanding of artificial intelligence agents and AI architecture.
• Strong analytical and storytelling skills, with the ability to turn complex customer data into clear insights and practical recommendations.
• Excellent communication, presentation and stakeholder management skills, including the confidence to present insights to senior management.
• Strong project management capabilities, with the ability to support and coordinate multiple initiatives simultaneously.
• A strategic mindset combined with the ability to deliver practical solutions and drive adoption.
• Excellent attention to detail, problem-solving ability and a collaborative approach to working across the business.
• Experience with content management systems such as Drupal or Sitecore and customer relationship management platforms such as Salesforce would be advantageous.
• Previous experience within the entertainment or digital sector would be an added advantage.

About the Benefits

In the world of entertainment, we are dedicated to nurturing the talents and well-being of our team members. Join our dynamic and diverse workforce to enjoy a comprehensive benefits package that includes competitive compensation, exciting career development opportunities, and a collaborative and creative work environment. We strongly believe in empowering our workforce, as they play a pivotal role in shaping unforgettable entertainment experiences for tomorrow. We are committed to attracting the brightest minds and nurturing the most innovative candidates who aspire to make a significant impact on the future of the entertainment industry. We embrace equal opportunity and promote a discrimination-free environment where everyone's unique talents and contributions are celebrated. Join us in crafting a thrilling and extraordinary tomorrow in entertainment!

General Information

• Location: United Arab Emirates
• Business Unit: the company Entertainment
• Corporate Department: Information Technology
• Experience Level: Mid-Level Professional
• Date: Friday, November 6, 2026
• Entity: the company Entertainment