Manager - CX Touchpoint Engagement
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Key skills for this role
About the Role
flydubai is seeking a Manager for CX Touchpoint Engagement to govern and coordinate customer experience programmes across the organization. The role involves leading the CX Excellence Portfolio framework, developing roadmaps, guiding stakeholders, and preparing executive 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 tracking dependencies, milestones, and benefits
- Guide stakeholders to document end to end journey maps and distribution
- Lead diverse cross functional stakeholders and collaboration as a central coordination point
- Prepare and deliver monthly CX Lead presentations with accurate data insights
- Collaborate with business stakeholders to support business case creation for CX initiatives
- Develop and manage CX Excellence weekly dashboards and additional reports
- Partner and engage change and continuous improvements with stakeholder teams
- Enforce governance of customer standards and best practices for CX Excellence initiatives
- Facilitate steering committees and executive reviews for CX Excellence initiatives
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
- 8 10 years of experience
- Experience in Airline operation or hospitality industry
- Experience in managing diverse cross functional teams, change management, CX Excellence projects
- Experience with workflow automation, RPA, or digital process transformation
- Exposure to agile or hybrid delivery environment
- Tableau, strong presentation and visualization of data
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 while tracking dependencies between stakeholder groups, milestones, and benefits.
- Guides stakeholders to document end to end journey maps and distribution.
- Leads diverse cross functional stakeholders and collaboration as a 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 additional reports.
- Partners and engages change and continuous improvements with relevant stakeholder teams.
- Enforces governance of customer standards and best practices.
- 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 in cross functional teams, CX Excellence projects.
- 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
- Decision Making
- Inspiring & Developing Others
- Strategic Thinking
- Business Acumen
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