Customer Experience Product Leader

The company Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. We are looking for an experienced customer-obsessed product leader to join us in the MENA Customer Experience Improvement org within Customer Service. You'll be part of the MENA team of product managers, program managers, and business analysts who dig deep into customer friction, trace it back to its source, and drive upstream and downstream product and programmatic improvements to improve CX.

Location
ARE, Dubai

Key Responsibilities

  • Analyze customer friction data to identify the biggest opportunities and build compelling cases for improvements.
  • Partner on product and technology solutions within and outside the company Customer Service org to drive high-impact innovation and improvements.
  • Create mechanisms that make defect elimination sustainable, including building dashboards, designing processes, and establishing metrics.
  • Establish data-driven approaches to detect issues, surface customer pain points, and drive upstream action across organizations.

Requirements

  • Ability to handle significantly complex problems and see both visible and not-yet-visible risks.
  • Ability to take complex technical problems and explain them clearly to drive consensus among stakeholders.
  • Deep customer obsession and the ability to translate it into measurable improvements in customer experience.
  • Experience in influencing strategic direction, customer adoption decisions, and prioritizing systemic customer experience issues through high-quality analytics and communication.
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