du
Manager, Customer Experience (CE) & Digitalization
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
- Urgent
Job expiry date: 09/12/2026
Job overview
Date posted
25/10/2026
Location
Dubai, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
09/12/2026
Job description
NPS and CSAT belong to this Manager at du, along with the action plans that move them in the right direction. Digitalisation is the other half of the role, pushing up online recharges, online penetration and e-shop performance across the segment. Customer experience design starts early, during the development of propositions and campaigns, and extends to a Level 1 CE design for each segment across all channels. That design feeds an end-to-end multi-channel authority matrix, so every channel knows its part. Customer issues reported through TTs and tNPS are monitored, and action plans follow wherever patterns appear. CE guidelines are built into the PLM process, with approval from a CE perspective sitting with you. Broader work includes supporting the CE strategy and roadmap and implementing company-wide CE transformation programmes with business units and EXCO. Candidates need 7 to 12 years of experience, including at least 5 in a marketing or experience role, ideally in telecoms, plus 5 years of line or project management on customer experience themes.
Required skills
Key responsibilities
- Shape customer experience design during the development of propositions and campaigns
- Drive digitalisation across the segment, including online recharges, online penetration and e-shop performance
- Manage unified communication across sub-segments
- Act as liaison with channels to improve experience at every touchpoint
- Own experience-related projects from start to finish
- Monitor reported customer issues, including TTs and tNPS, and launch action plans to address them
- Lead NPS and CSAT improvement with stakeholders through clear action plans
- Contribute to the CE strategy and identify priority areas in line with corporate and business unit strategy
- Develop the organisational CE roadmap of initiatives for visibility and steady delivery
- Implement company-wide CE transformation programmes with business units and EXCO
- Create Level 1 customer experience designs for each segment across all channels
- Define the end-to-end CE design versus channel to enable a multi-channel authority matrix
- Evaluate the design and quality of department CE programmes and flag deviations
- Embed CE guidelines in the PLM process and approve from a CE perspective
- Establish a customer feedback loop that keeps CE strategy and design relevant to competition and industry trends
Experience & skills
- Hold a Bachelor's degree in Marketing, Business Administration or Telecom Engineering
- Bring 7 to 12 years of experience, including at least 5 years in a marketing or experience role, preferably in telecoms
- Show experience designing customer experience for consumer and enterprise customers
- Demonstrate 5 years of line management or project management on customer experience themes
- Understand the telecommunications customer lifecycle
- Identify the typical requirements of different customer segments
- Lead teams and network effectively across the business