Manager, Customer Insights & Performance

The Manager, Customer Insights & Performance will play a pivotal role in implementing the Service Monitoring and Customer Insights roadmap as defined by the Head of the function. This position requires effective execution of customer experience strategies across various business groups, alongside collaboration with the Head to set priorities, milestones, and deliverables for projects and initiatives.

Key Responsibilities

• Oversee the day-to-day monitoring and reporting of service KPIs across all channels and products.
• Manage the execution of customer surveys, including NPS, CSAT, and benchmarking surveys to ensure alignment with objectives.
• Develop and direct the implementation of the functional strategy to align with the group strategy and corporate objectives.
• Collaborate with stakeholders, including IT, operations, and marketing, to ensure seamless project implementation.
• Drive adherence to organizational values and ethics to establish a value-driven culture within the company.

Requirements

• Bachelor’s Degree
• 5-10 years of experience in a relevant field

Location Dubai, United Arab Emirates