Job description

The Manager Customer Experience & Digitalization - LE, Government & Key Accounts Segment (UAE National) at du is responsible for tracking and enhancing customer experiences across online and offline channels, devices, and touchpoints. The role involves close collaboration with marketing and sales teams to align customer experience strategies with marketing initiatives, communicate new product features, and enhance brand awareness. The position focuses on identifying customer needs, maintaining positive experiences, analyzing customer feedback on product ranges and new releases, and preparing detailed reports. The role is accountable for delivering Enterprise NPS and BHI targets through building strong customer relationships and engagement, raising awareness of du within the MELE segment by increasing TOMA and consideration. Additionally, the Manager is responsible for coaching, motivating, developing, and guiding cross-functional team members and SPOCs, resolving issues proactively, and supporting the implementation of risk management, compliance, and internal control frameworks in a disciplined, proactive, and risk-based manner.