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Sr Manager, CX Continuous Improvement

Date: 07-May-2019

Location: 01-Dubai, AE

Company: Majid Al Futtaim

Reporting to: Director of Customer Experience

Department: Customer Experience - Communications & Marketing

OpCo: Majid Al Futtaim Retail, Carrefour

Location: Corporate H.O. Dubai UAE




Role Purpose:

  • Generates insights and actions from CX metrics (e.g. NPS), working closely with CX measurement & tracking and collaborating with different Business Units functions to achieve continuous improvement.
  • Identifies, assesses and addresses CX capability gaps at Business Unit-level.


Role Details – Key Responsibilities and Accountabilities:

  • Identify, prioritize, lead and participate in continuous improvement initiatives.
  • Lead, develop and manage continuous improvement of processes and tools.
  • Ensure that continuous CX improvement is delivered within the BU.
  • Generate insights and actions/improvement initiatives from CX measurements.
  • Identify priorities for actions and execute/monitor execution.
  • Share best practices across touchpoints with BU functions and Holding CX.
  • Conduct analysis to drive insights with Analytics teams.
  • Coordinate among BU stakeholders and serve as the primary interface on NPS.
  • Coach frontline team to drive NPS implementation.
  • Collect and react to customer feedback in broader BU context (outer loop).
  • Support line management with analysing root-causes of deviation in day-to-day operations and implementing improvements.


Qualification, Experience & Skills:


Minimum Qualifications/education:

  • Bachelor’s Degree.


Minimum experience:

  • 5+ years with experience in Continuous Improvement.



  • Strong understanding of process improvement methodologies and ability to apply and adapt them to different business situations.
  • Credible to coach colleagues at different management levels.
  • Excellent problem-solving skills.
  • Strong communication and interpersonal skills.
  • Expert in process management and planning.
  • Experience coordinating various groups to manage projects to completion successfully.