Role overview

This Senior Associate position sits within the Strategy and Transformation department at Aldar, a real estate company based in Abu Dhabi. You will lead customer experience performance monitoring and improvement initiatives across the organization’s business units, working with senior leaders to boost customer engagement, satisfaction, and retention.

Key responsibilities

Implement and manage processes, systems, and procedures for day-to-day customer experience performance monitoring while maintaining high standards of data analysis and reporting.
Support the achievement of NPS and CSAT performance targets across multiple business units and track Service Level Agreement performance through detailed analysis and gap assessments.
Collaborate with operational teams to ensure customer information in the CRM system remains accurate and current, while aligning CX improvement strategies with broader business objectives.
Benchmark customer experience performance against industry standards and competitors, providing recommendations to maintain competitive advantage.
Develop and execute customer experience improvement strategies based on customer needs, market trends, and competitive analysis to drive long-term loyalty and satisfaction.
Oversee customer feedback collection, generate reports on defined cycles highlighting pain points, and roll out surveys to gather insights on customer preferences and expectations.
Develop customer correspondence materials including guidance manuals, standard operating procedures, and experience principles, and plan omnichannel customer communications campaigns.

Requirements

Minimum 6 years of professional experience in customer experience, digital strategy, management consulting, product management, or a related field.
Experience within the real estate, hospitality, or education sectors, with demonstrated knowledge of measuring and improving customer engagement, satisfaction, and loyalty.
Strong analytical ability to work with large volumes of customer data, identify trends, and generate actionable insights for CX improvement.
Proficiency with customer experience metrics including NPS, CSAT, and CLV, combined with advanced Excel skills for data management and analysis.
Excellent PowerPoint and business writing capabilities to communicate complex initiatives clearly and persuasively to stakeholders.
Fluent written and spoken English; Arabic language skills are preferred.
Bachelor’s degree in business or a relevant discipline, with strong relationship-building and interpersonal capabilities.

Note: This position is available to UAE nationals only.

How to apply

Use the Apply button to view the official job posting and submit your application on Aldar Careers: Latest Jobs in Abu Dhabi and How to Apply's careers site.