Customer Experience Specialist Job Opening in Dubai, United Arab Emirates

Overview of the Role

As a Customer Experience Specialist, you will be at the forefront of delivering exceptional customer care by overseeing the performance of service channels across multiple brands. This role demands a strong focus on operational excellence, cross-functional collaboration, and continuous improvement to ensure a seamless and consistent customer experience. You’ll play a key role in driving innovation, supporting digital transformation initiatives, and representing the voice of the customer across the business.

What You Will Do

Channel Performance Management

• Monitor daily operations across Voice and Email channels to ensure SLAs and KPIs are consistently met across all supported brands and markets.

Customer Journey Optimization

• Analyze customer journeys to identify friction points and propose data-driven improvements across touchpoints using insights from systems like C4C.

Voice of the Customer (VOC) Insights

• Analyze feedback from Medallia to uncover trends, highlight red flags, and suggest corrective actions.

• Support VOC system coordination and ensure insights are effectively communicated across teams.

Cross-functional Collaboration

• Work closely with IT, CRM, Brand, and Contact Centre teams to support marketing campaigns, product launches, and system rollouts.

Escalation Management

• Act as a key contact for resolving complex customer issues that require cross-functional input, ensuring fast and effective resolutions.

Process & SOP Development

• Assist in developing and refining SOPs, escalation frameworks, and training materials for customer service teams.

Performance Reporting

• Prepare weekly, monthly, and quarterly reports with actionable insights to help brands improve service quality and operational efficiency.

Project Support & Innovation

• Contribute to initiatives such as AI and automation (e.g., VoiceBot deployment, self-service enhancements) and support CRM campaign execution.

Vendor Coordination

• Liaise with Contact Centre partners to align on performance expectations, track results, and maintain operational health.

What You Will Need

• Proven experience in customer service or contact centre operations, with a focus on managing multi-channel performance.

• Strong analytical capabilities and the ability to interpret customer feedback and operational data to drive improvements.

• Excellent communication and stakeholder management skills, with experience collaborating across departments and with external partners.

• Familiarity with VOC platforms such as Medallia, CRM tools, and SOP/process documentation is highly preferred.