Manager - CX Audit Survey & Research
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Key skills for this role
About the Role
MAIN OBJECTIVE OF ROLE To design, lead, and govern customer experience measurement programs, including mystery shopping, service quality audits, and customer surveys, ensuring c.
Key Skills for This Role
Responsibilities
- Design and manage end to end mystery shopping for all customer touchpoints
- Develop evaluation frameworks, scoring models, and service standards
- Lead service quality audits to assess compliance with CX standards
- Design and manage customer surveys (CSAT, NPS, CES)
- Develop dashboards and reports combining insights from multiple sources
- Partner with stakeholders to embed insights into coaching and training
- Manage external research suppliers and contracts
Requirements
- Experience in customer experience measurement programs
- Knowledge of mystery shopping and service quality audits
- Experience with customer surveys (CSAT, NPS, CES)
- Strong analytical and reporting skills
- Ability to collaborate with cross functional teams
Full Job Posting
Main Objective
- To design, lead, and govern customer experience measurement programs including mystery shopping, service quality audits, and customer surveys.
Key Responsibilities
- Designs, develops and manages end to end mystery shopping for all flydubai customer touch points.
- Defines evaluation frameworks, scoring models, scenarios, and service standards aligned with CX Excellence strategy.
- Develops and implements methodology to ensure consistency and credibility of mystery shopping results.
- Leads and directs appointed brand ambassadors to validate accuracy and reliability of programme.
- Leads service quality audits to assess compliance with customer experience standards.
- Develops and implements root cause analysis on audit findings.
- Designs and manages customer surveys (CSAT, NPS, CES) through internal or external service providers.
- Monitors response rates, data quality, and survey effectiveness.
- Leads development of dashboards and reports combining mystery shopping, audit, and survey insights.
- Partners with stakeholders from Airports, Operations, Training, HR, Communications and IT CX.
- Supports change and improvement initiatives by providing data driven insights.
- Identifies and collaborates with external research companies and manages contracts.
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