Role Objectives:The Customer Experience Excellence Manager is responsible for driving continuous improvement across CX through automation and AI enablement, process optimization, customer journey improvement, and the Voice of Customer (VOC) program. The role provides centralized CX capabilities, tools, standards, and insights to support consistent and effective customer experiences across all Business Units.
Roles & Responsibilities:1. AI Agent Maintenance & New Configurations Own ongoing maintenance, monitoring, and configuration of the CX AI agent(s)/chatbots across in-app, messaging, social media, and tickets. Build and deploy new AI agent flows, intents, and configurations to support new products, BUs, campaigns, and seasonal initiatives. Monitor AI performance (containment rate, resolution accuracy, escalation rate), troubleshoot issues, and drive continuous improvement. Partner with Engineering and Product on integrations, APIs, and platform upgrades affecting the AI agent stack.
2. Process Enablement Design, document, and maintain CX SOPs, workflows, and tooling standards used across all BU-aligned CX teams. Identify process inefficiencies and automation opportunities across CX operations; lead process re-engineering initiatives. Own configuration and enablement of core CX tooling (helpdesk, CRM, IVR, etc.); train BU CX Managers and Leads on new tools and processes. Develop onboarding and training materials for CX new hires across all BUs.
3. Customer Journey Mapping Lead end-to-end customer journey mapping across all Business Units, identifying friction points across digital, in-store/app, and support channels. Partner with Product, Tech, and Marketing to redesign journeys and prioritize fixes based on customer impact. Maintain a living repository of journey maps, kept current as products, BUs, and channels evolve.
4. Voice of Customer (VOC) Program Own the NPS/CSAT survey design, proactive call and survey programs, and structured feedback loops. Consolidate and analyze VOC data across all BUs to identify systemic themes, and present insights and recommendations to leadership and BU CX Managers. Ensure VOC insights feed back into process enablement, journey mapping, and AI agent configuration work.
5. Cross-Functional Partnership & Reporting Act as the technical and enablement partner to the other BUs CX Managers, ensuring their teams have the tools, processes, and AI capabilities they need to operate effectively. Consolidate reporting and dashboards on AI performance, process compliance, journey mapping initiatives, and VOC results for leadership. Represent CX in technology and product roadmap discussions, advocating for CX-impacting initiatives.
6. Team Leadership & Development Lead, coach, and develop the Customer Experience Excellence team, setting priorities, managing performance, and ensuring effective delivery across the function’s areas of responsibility.
Required Education, Knowledge, And Skills:A technical background is required for this role.7+ years of experience in CX technology, CX operations, or a related technical/operations role. Hands-on experience configuring and maintaining AI agents, chatbots, or conversational AI platforms (intent design, flow building). Experience with process design and automation (workflow tools, RPA, or CX platform administration). Experience running VOC programs (NPS/CSAT) and leading customer journey mapping. Strong analytical and reporting skills; comfortable working directly with dashboards and data tools. Excellent stakeholder management skills, able to partner effectively with Tech, Product, and peer CX Managers. Strong people leadership and coaching skills. Fluent in Arabic and English, written and verbal.