OMNI Experience Manager

Overview

Omni Experience Strategy & Delivery

• Lead the development and execution of the omni-channel customer experience strategy across all Miral Destinations digital service channels.
• Own and manage the omni-experience enhancement roadmap and continuous improvement pipeline.
• Promote customer-centricity by acting as the voice of the guest and leveraging customer insights, journey mapping, and design thinking principles.
• Identify opportunities to improve guest satisfaction, engagement, conversion, and self-service adoption across all channels.

Conversational AI & Chatbot Management

• Own the end-to-end chatbot ecosystem across Miral destinations and attractions.
• Lead chatbot strategy, conversation design, knowledge management, testing, optimization, and performance monitoring.
• Oversee the development and maintenance of chatbot content, FAQs, conversation flows, and integrations with internal and external systems, ensuring alignment with business objectives and guest experience standards.
• Monitor chatbot KPIs including containment rate, guest satisfaction, resolution rate, and conversation quality.
• Identify and implement opportunities to enhance chatbot capabilities through Generative AI and intelligent automation.

Agentic AI & Emerging Technology

• Evaluate, pilot, and implement emerging AI technologies that enhance guest experiences and operational efficiency.
• Lead initiatives related to Agentic AI, autonomous task execution, and proactive guest engagement.
• Research industry trends and recommend innovative solutions to support Miral's digital transformation objectives.
• Collaborate with technology vendors and stakeholders to develop scalable AI-driven experiences.

Digital Service Channels

• Manage and optimize existing digital service channels including chat, social media messaging, WhatsApp, mobile applications, IVR, and future digital engagement platforms.
• Develop the roadmap for future customer engagement channels and emerging technologies.
• Conduct market research to understand consumer behaviours, customer expectations, and digital experience trends.
• Ensure consistency and seamlessness across all customer touchpoints.

Project & Vendor Management

• Lead digital customer experience projects from concept through implementation and post-launch optimization.
• Manage relationships with external vendors, technology providers, and agency partners.
• Develop business requirements, project plans, user acceptance testing, and implementation documentation.
• Monitor project progress and ensure delivery against agreed objectives and timelines.

Analytics & Performance Optimization

• Track and analyse performance across digital service channels and customer experience initiatives.
• Develop reporting dashboards and performance insights for stakeholders and leadership teams.
• Identify trends, opportunities, and areas for continuous improvement.
• Establish best-practice frameworks and operational playbooks for digital engagement channels.

Stakeholder Management

• Build and maintain strong partnerships with internal stakeholders, destination teams, asset owners, and external partners.
• Act as the primary point of contact for digital customer experience initiatives.
• Present recommendations, project updates, business cases, and performance reports to leadership teams.

Essential

• Undergraduate degree in Business, Customer Experience, Digital Technology, Marketing, Information Systems, or related field.
• 5+ years' experience in Digital Customer Experience, Chatbots, Conversational AI, Digital Product Management, or Customer Service Technology.
• Experience managing chatbot platforms and digital service channels.
• Project Management Skills.
• Vendor Management Experience.
• Strong understanding of Customer Experience principles and Design Thinking methodologies.
• Knowledge of Generative AI, Conversational AI, and digital customer engagement platforms.
• English and Arabic.

Desirable

• Graduate degree is a plus.
• Product Management certification.
• Agile, Scrum, or Project Management certification.
• Customer Experience Management qualifications.
• Experience implementing AI-powered customer experience solutions.