Senior Associate - Customer Experience

Role purpose

CX monitoring and performance

• Implement processes, procedures, and systems for day-to-day CX monitoring and high-quality analysis and insight generation.
• Support NPS and CSAT targets across business units; track SLAs, assess performance gaps, and recommend improvements.
• Work with operational teams to maintain accurate customer information in the CRM system.
• Align CX strategies with business goals and benchmark performance against industry standards and competitors.

CX improvement and feedback

• Develop and execute improvement strategies informed by customer needs, market trends, and competitive analysis.
• Collect feedback, produce scheduled reports, identify pain points, and recommend quick-win solutions.
• Conduct customer surveys and use findings to improve CX.
• Identify customer journey friction and communicate actionable improvements to relevant teams.
• Support a customer-centric culture and high CX standards.

CX communications

• Develop customer correspondence, CX guidance manuals, SOPs, standards, and experience principles.
• Plan and manage annual omnichannel customer communications with other business functions.

Experience and qualifications

• At least 6 years in customer experience, digital strategy, management consulting, product management, or a related field.
• Experience in real estate, hospitality, or education, with knowledge of measuring and improving engagement, satisfaction, and loyalty.
• Bachelor's degree in business or a relevant field.

Skills

• Analyze large customer datasets, identify trends, generate insights, and find actionable CX improvements.
• Proficient in NPS, CSAT, and CLV metrics, with exceptional Excel and analytical capabilities.
• Exceptional PowerPoint and business writing skills; expertise interpreting survey, review, and direct customer feedback.
• Strong written and spoken English is essential; Arabic is preferred.
• Able to build and maintain strong internal and external relationships.