Manager - CX Touchpoint Engagement
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Key skills for this role
About the Role
flydubai is looking for a Manager of CX Touchpoint Engagement to govern and coordinate customer experience programs across the organization. The role involves leading CX portfolio frameworks, developing roadmaps, guiding stakeholders, and preparing data-driven presentations.
Key Skills for This Role
Responsibilities
- Lead the CX Excellence Portfolio framework for all customer experience initiatives
- Develop and manage a consolidated CX Excellence portfolio roadmap
- Guide stakeholders to document end to end journey maps
- Lead diverse cross functional stakeholders as central coordination point
- Prepare and deliver monthly CX Lead presentations with accurate data insights
- Collaborate with business stakeholders to support business case creation
- Develop and manage CX Excellence weekly dashboards and reports
- Partner and engage change and continuous improvements with stakeholder teams
- Enforce governance of customer standards and best practices
- Develop guidelines and ensure consistent project documentation and risk management
- Facilitate steering committees and executive reviews
Requirements
- Bachelor's Degree (3+ years)
- Certification in Project management, Data science, Lean Six Sigma Black Belt or Green Belt, Service Design, or Design Thinking
- Fluent in English
- Experience in Airline operation or hospitality industry
- Experience managing diverse cross functional teams and change management
- Experience with workflow automation, RPA, or digital process transformation
- Exposure to agile or hybrid delivery environment
- Tableau, strong presentation and visualization of data
- 8 10 years of experience with qualifications
Full Job Posting
Main Objective of Role
- To govern and coordinate the delivery of customer experience (CX) programmes across the organization, ensuring alignment with strategic objectives and generate improvements for customer satisfaction, loyalty and business outcomes.
Key Responsibilities
- Leads the CX Excellence Portfolio framework for all customer experience initiatives
- Develops and manages a consolidated CX Excellence portfolio roadmap
- Guides stakeholders to document end to end journey maps
- Leads diverse cross functional stakeholders as central coordination point
- Prepares and delivers monthly CX Lead presentations with accurate data insights
- Collaborates with business stakeholders to support business case creation
- Develops and manages CX Excellence weekly dashboards and reports
- Partners and engages change and continuous improvements with stakeholder teams
- Enforces governance of customer standards and best practices
- Develops guidelines and ensures consistent project documentation, reporting, and risk management
- Facilitates steering committees and executive reviews
Qualifications
- Bachelor's Degree (3+ years)
- Certification in Project management, Data science, Lean Six Sigma Black Belt or Green Belt, Service Design, or Design Thinking
- Fluent in English
- Experience in Airline operation or hospitality industry
- Experience in managing diverse cross functional teams, change management
- Experience with workflow automation, RPA, or digital process transformation
- Exposure to agile or hybrid delivery environment
- Tableau, strong presentation and visualization of data
- Years with qualifications: 8 10 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
ISR Requirements
- Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team.
- Completes all required ISR awareness sessions and follows associated guidelines in the day to day business operations.
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