Manager - CX Audit Survey & Research
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Key skills for this role
About the Role
flydubai is hiring a Manager for CX Audit, Survey & Research to design and govern customer experience measurement programs. The role involves managing mystery shopping, service quality audits, and customer surveys.
Key Skills for This Role
Responsibilities
- Design, develop and manage end to end mystery shopping for all flydubai customer touch points
- Define evaluation frameworks, scoring models, scenarios, and service standards aligned with CX Excellence strategy
- Develop and implement methodology to ensure consistency, objectivity, and credibility of mystery shopping results
- Lead and direct appointed brand ambassadors to validate accuracy and reliability of programme
- Lead service quality audits to assess compliance with customer experience standards
- Develop and implement root cause analysis on audit findings
- Design and manage customer surveys (CSAT, NPS, CES, transactional and relationship surveys)
- Monitor response rates, data quality, and survey effectiveness
- Lead development of dashboards and reports combining mystery shopping, audit, and survey insights
- Partner with stakeholders to embed insights into coaching, training, and performance management
- Identify and collaborate with external research companies
- Drive contracts with external suppliers and obtain benchmarks
Requirements
- Master's Degree (2+ years)
- Degree in Business, Marketing, Statistics, Psychology, or related fields
- CX, Quality, or Audit related certifications
- Fluent in English
- Experience in Audit related statistics in Research required
- Ability to present with Tableau and visualization to drive business change
- Experience with CX analytics tools, survey platforms, and dashboarding tools
- Years with qualifications: 10 12 years
Full Job Posting
Main Objective of Role
- Design, lead, and govern customer experience measurement programs including mystery shopping, service quality audits, and customer surveys.
- Ensure consistent, objective, and actionable insights into frontline service delivery, brand standards compliance, and customer perceptions.
Key Responsibilities
- Design, develop and manage end to end mystery shopping for all flydubai customer touch points.
- Define evaluation frameworks, scoring models, scenarios, and service standards aligned with CX Excellence strategy.
- Develop and implement methodology to ensure consistency, objectivity, and credibility of mystery shopping results.
- Lead and direct appointed brand ambassadors to validate accuracy and reliability of programme.
- Lead service quality audits to assess compliance with customer experience standards.
- Develop and implement root cause analysis on audit findings.
- Design and manage customer surveys (CSAT, NPS, CES, transactional and relationship surveys).
- Monitor response rates, data quality, and survey effectiveness.
- Lead development of dashboards and reports combining mystery shopping, audit, and survey insights.
- Partner with stakeholders to embed insights into coaching, training, and performance management.
- Identify and collaborate with external research companies.
- Drive contracts with external suppliers and obtain benchmarks.
Qualifications
- Master's Degree (2+ years).
- Degree in Business, Marketing, Statistics, Psychology, or related fields.
- CX, Quality, or Audit related certifications.
- Fluent in English.
- Experience in Audit related statistics in Research required.
- Ability to present with Tableau and visualization to drive business change.
- Experience with CX analytics tools, survey platforms, and dashboarding tools.
- Years with qualifications: 10 12 years.
Competencies
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience & Flexibility (Can do attitude)
- Decision Making
- Inspiring & Developing Others
- Strategic Thinking
- Business Acumen
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