411 Customer Strategy jobs in the United Arab Emirates

TALENTMATE Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates

This role is about future-focused guest experience strategy, responsible for developing winning guest journeys that align with Etihad's brand DNA and Vision 2030 and ensure long-term differentiation and industry leadership. The Customer Journey Strategy Manager focuses on engineering transformative experiences that anticipate customer needs, leverage digital potential, leave lasting memories, and drive hyper-personalization at scale. The role involves deep-diving into segmentation, technical innovation, hospitality, and service recovery.

This role is about future-focused guest experience strategy, responsible for developing winning guest journeys that align with Etihad's brand DNA and Vision 2030 and ensure long-term differentiation and industry leadership. The Customer Journey Strategy Manager focuses on engineering transformative experiences that anticipate customer needs, leverage digital potential, leave lasting memories, and drive hyper-personalization at scale. The Customer Journey Strategy Manager will be deep diving into segmentation, technical innovation, hospitality, and service recovery.

• Strategic journey design: Designing future journeys reflective of the Etihad brand, which deliver seamless, delightful interactions across every touchpoint
• Workshop design & execution: Conducting collaborative ideation sessions and journey mapping workshops using Mural to visualise future-state experiences
• Personalization & Premium Guest Focus: Partnering with business units to roll out service models that make every premium guest feel their journey is curated for them
• Guest segmentation: Definition of clear customer segments and personas, leveraging guest data and AI powered insights, to map journeys that enhance loyalty
• Project coordination: Accountability for journey execution, assigning ownership and tracking progress of future journey development
• Performance tracking & measurement: Defining forward-looking KPIs that measure journey success, working with analytics leads on predictive service success
• Roadmap delivery: Translating the journey maps into actionable plans with milestones, deliverables, and accountable owners
• Business case development: Build robust business cases for customer journey investments, ensuring alignment across commercial, digital, and operational teams

• 7+ years in customer experience, strategy, or change management within aviation, hospitality, or travel industries
• Exceptional leadership, stakeholder management, and problem-solving skills
• Proven record of designing and delivering future-focused customer strategies
• Strong understanding of personalization, segmentation, & predictive analytics
• Keen understanding of industry trends and innovative technologies
• Expertise in Mural for journey mapping and collaborative ideation.

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad's ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly

To learn more, visit

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

About The Company: Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.

• Mid-Senior level

• Full-time

• Business Development and Sales
• Industries: IT Services and IT Consulting

Note: This description retains the original job information while removing extraneous boilerplate and non-essential postings.

TALENTMATE Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates

This role is about future-focused guest experience strategy, responsible for developing winning guest journeys that align with Etihad’s brand DNA and Vision 2030 and ensure long-term differentiation and industry leadership. The Customer Journey Strategy Manager focuses on engineering transformative experiences that anticipate customer needs, leverage digital potential, leave lasting memories, and drive hyper-personalization at scale. The role involves deep-diving into segmentation, technical innovation, hospitality, and service recovery.

This role is about future-focused guest experience strategy, responsible for developing winning guest journeys that align with Etihad’s brand DNA and Vision 2030 and ensure long-term differentiation and industry leadership. The Customer Journey Strategy Manager focuses on engineering transformative experiences that anticipate customer needs, leverage digital potential, leave lasting memories, and drive hyper-personalization at scale. The Customer Journey Strategy Manager will be deep diving into segmentation, technical innovation, hospitality, and service recovery.

• Strategic journey design: Designing future journeys reflective of the Etihad brand, which deliver seamless, delightful interactions across every touchpoint
• Workshop design & execution: Conducting collaborative ideation sessions and journey mapping workshops using Mural to visualise future-state experiences
• Personalization & Premium Guest Focus: Partnering with business units to roll out service models that make every premium guest feel their journey is curated for them
• Guest segmentation: Definition of clear customer segments and personas, leveraging guest data and AI powered insights, to map journeys that enhance loyalty
• Project coordination: Accountability for journey execution, assigning ownership and tracking progress of future journey development
• Performance tracking & measurement: Defining forward-looking KPIs that measure journey success, working with analytics leads on predictive service success
• Roadmap delivery: Translating the journey maps into actionable plans with milestones, deliverables, and accountable owners
• Business case development: Build robust business cases for customer journey investments, ensuring alignment across commercial, digital, and operational teams

• 7+ years in customer experience, strategy, or change management within aviation, hospitality, or travel industries
• Exceptional leadership, stakeholder management, and problem-solving skills
• Proven record of designing and delivering future-focused customer strategies
• Strong understanding of personalization, segmentation, & predictive analytics
• Keen understanding of industry trends and innovative technologies
• Expertise in Mural for journey mapping and collaborative ideation.

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

About The Company: Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.

• Mid-Senior level

• Full-time

• Business Development and Sales
• Industries: IT Services and IT Consulting

Note: This description retains the original job information while removing extraneous boilerplate and non-essential postings.

This role is about future-focused guest experience strategy, responsible for developing winning guest journeys that align with Etihad’s brand DNA and Vision 2030 and ensure long-term differentiation and industry leadership. Customer Journey Strategy Manager focuses on engineering transformative experiences that anticipate customer needs, leverage digital potential, leave lasting memories, and drive hyper-personalization at scale. The Customer Journey Strategy Manager will be deep diving into segmentation, technical innovation, hospitality, and service recovery.

• Strategic journey design: Designing future journeys reflective of the Etihad brand, which deliver seamless, delightful interactions across every touchpoint
• Workshop design & execution: Conducting collaborative ideation sessions and journey mapping workshops using Mural to visualise future-state experiences
• Personalization & Premium Guest Focus: Partnering with business units to roll out service models that make every premium guest feel their journey is curated for them
• Guest segmentation: Definition of clear customer segments and personas, leveraging guest data and AI powered insights, to map journeys that enhance loyalty
• Project coordination: Accountability for journey execution, assigning ownership and tracking progress of future journey development
• Performance tracking & measurement: Defining forward-looking KPIs that measure journey success, working with analytics leads on predictive service success
• Roadmap delivery: Translating the journey maps into actionable plans with milestones, deliverables, and accountable owners
• Business case development: Build robust business cases for customer journey investments, ensuring alignment across commercial, digital, and operational teams

• 7+ years in customer experience, strategy, or change management within aviation, hospitality, or travel industries
• Exceptional leadership, stakeholder management, and problem-solving skills
• Proven record of designing and delivering future-focused customer strategies
• Strong understanding of personalization , segmentation, & predictive analytics
• Keen understanding of industry trends and innovative technologies
• Expertise in Mural for journey mapping and collaborative ideation.

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more.All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

As the Senior Manager - CX Strategy, you will be part of the Regional Customer Experience team at Talabat. You will play a pivotal role in transforming customer experience at Talabat, ensuring that our platform is intuitive, personalized, and reliable, delighting customers at every touchpoint to drive brand loyalty. This role will require strong leadership skills and a data-driven approach to uncover key insights, challenge the status quo, and drive meaningful improvements across the customer journey.

You will be responsible for owning key experiential metrics, analyzing data to identify customer pain points, prioritizing initiatives based on impact, and collaborating cross-functionally to deliver best-in-class customer experiences. You will be accountable for your team's performance, ensuring that insights are translated into impactful actions, and fostering a culture of collaboration, innovation, and customer-centricity. If you are passionate about customer-centric innovation, process optimization, and continuous improvement, this role is for you.

The responsibilities for the role include:

CX Performance:

• Own and track key CX performance metrics, identifying trends and areas for improvement.
• Support in defining and developing new metrics that can help uncover other customer pain points.
• Analyze customer behavior and pain points across all touchpoints, using data to understand root causes of poor experiences.
• Develop actionable insights and prioritize initiatives based on impact to customer experience and business goals.
• Challenge the status quo, recommending and implementing new processes, tools, and frameworks to improve CX across markets.

Operational Excellence & Process Improvement:

• Lead the identification and execution of process enhancements, ensuring efficiency and scalability.
• Ensure all CX processes are aligned with business goals, regulatory standards, and best practices.
• Bring insights to policy team to ensure customer facing policies help in increasing retention.
• Drive automation, digitalization, and standardization of key workflows.
• Collaborate with Product, Tech, Customer Support, Logistics, and Market teams to design and implement impactful CX improvements.

Leadership & Team Management:

• Lead, mentor, and manage a team, ensuring high performance and professional growth.
• Set clear goals and KPIs for the team, ensuring alignment with Talabat’s CX vision and strategic objectives.
• Foster a culture of ownership, innovation, and continuous improvement, ensuring the team stays proactive in identifying and solving customer pain points.
• Develop a high-performance team that can effectively partner with cross-functional stakeholders to drive CX transformation.
• Provide coaching and development opportunities, ensuring the team is equipped with the skills and tools needed to succeed.

Cross-functional Collaboration & Stakeholder Management:

• Work closely with regional and local market teams, proactively sharing insights and recommendations to ensure alignment on CX initiatives and best practices.
• Partner with Tech, Product, and Analytics teams to translate customer insights into meaningful product improvements.
• Engage with Customer Support, Vendor Operations and Logistics to drive initiatives that enhance reliability and efficiency.
• Support leadership in setting CX-related KPIs and strategic goals, ensuring alignment with overall business priorities.

Qualifications & Experience:

• Bachelor’s or Master’s degree in Business Administration, Operations, CX, or a related field.
• 7+ years of experience in customer experience, strategy, or service design, preferably in e-commerce, logistics, or the food delivery industry. Background in consulting is preferred.
• Strong experience in people leadership, with a proven track record of managing and developing high-performing teams.
• Experience in data analysis, process improvement, and CX strategy with an ability to translate insights into action.
• Proven track record of implementing customer-centric initiatives that drive engagement and business impact.
• Experience working in fast-paced, high-growth environments with cross-functional teams.

Skills & Competencies:

• Strong leadership and team management skills, with the ability to inspire and motivate teams.
• Strategic mindset with a strong focus on execution.
• Data-driven decision-making, with the ability to analyze large data sets and extract insights.
• Excellent stakeholder management and cross-functional collaboration skills.
• Customer-focused with a passion for delivering exceptional experiences.
• Ability to challenge existing processes and drive continuous improvements.

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.

Here at talabat, we are building a high-performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi great place to work award winner.

Position Summary

We are seeking a highly skilled professional to assume the role of Strategy and Business Management Analyst. The ideal candidate will be responsible for developing and executing business strategies, managing reports, and providing support to senior management.

Key Responsibilities:

• Develop and implement strategic plans to drive business growth and achieve organizational objectives.
• Design and manage reports to track key performance indicators (KPIs) and provide insights to inform business decisions.
• Collaborate with cross-functional teams to identify opportunities for process improvement and implement changes.
• Provide analytical support to senior management on business strategy and performance.
• Stay up-to-date on industry trends and best practices to ensure the organization remains competitive.

• Develop and maintain effective relationships with internal stakeholders to ensure seamless communication and collaboration.
• Manage multiple projects simultaneously, prioritizing tasks and meeting deadlines.
• Identify and mitigate risks associated with business operations, ensuring compliance with regulatory requirements.
• Develop and implement policies and procedures to ensure business continuity and minimize disruptions.
• Continuously evaluate and improve business processes to increase efficiency and productivity.

This is a unique opportunity for an ambitious professional to play a pivotal role in driving strategic initiatives performance insights and executive-level decision support within the utilities sector.

The successful candidate will have a proven background in strategic planning, business performance analysis, or consulting preferably within the utilities, energy, or infrastructure sectors. Expertise in financial modelling, performance analysis, and market research is essential, along with proficiency in advanced analytics tools and data visualization.

• Deliver in-depth analyses of internal operations, market trends, and industry developments to guide executive decision-making.
• Evaluate financial, operational, and project-specific performance to measure the effectiveness of strategic initiatives.
• Build and maintain advanced models and frameworks to assess business performance and project outcomes.
• Develop executive-level reports and presentations translating complex data into clear actionable insights.
• Stay ahead of industry changes by conducting comprehensive research on regulatory updates, market shifts, and technological advancements.
• Analyze operational data to uncover inefficiencies and recommend solutions to optimize resource allocation.
• Support the development, implementation, and tracking of strategic plans ensuring initiatives align with organizational objectives.
• Identify and evaluate risks (financial, operational, regulatory, and reputational) providing mitigation strategies to leadership.
• Create performance dashboards and regular KPI reports for senior management review.
• Manage timelines, monitor project deliverables, and ensure achievement of critical milestones.
• Provide ongoing support in regulatory engagement and audit readiness ensuring compliance excellence.

Requirements:
Proven background in strategic planning, business performance analysis, or consulting.
Expertise in financial modelling, performance analysis, and market research.
Proficient in advanced analytics tools and data visualization.
Strong understanding of regulatory environments and trends impacting the water and power industry.
Excellent written and verbal communication skills with the ability to deliver executive-level presentations.
Ability to manage multiple priorities in a fast-paced, high-stakes environment.
Collaborative mindset with excellent stakeholder management capabilities.

Why This Role:
This position places you at the heart of strategic decision-making offering exposure to the highest levels of leadership and the opportunity to directly influence the direction of major initiatives. It's an ideal role for an ambitious professional looking to make a significant impact within a dynamic and evolving sector.

Job Title: Business Strategy Executive

Description:

We are seeking a seasoned Business Strategy Executive to convert customer needs into opportunities and oversee contractual agreements.

Key Responsibilities:

1. Drive operational excellence focused on contractual agreements and maintain agreed service levels.
2. Continuously enhance reporting and validation processes.
3. Lead regular governance meetings with clients.
4. Meet KPI targets and provide feedback on performance.
5. Highlight poor trending KPIs and ensure timely delivery of monthly reports.

Requirements:

1. Proven experience in business strategy or equivalent.
2. Diverse knowledge of business matters (IT, Marketing, HR).
3. Proficiency in MS Office and familiarity with business management software (CRM, ERP) and databases.
4. Excellent communication, interpersonal, analytical, and problem-solving skills.

Strategy Consultant

We are seeking an experienced strategy consultant to join our team. The ideal candidate will have a strong background in business analysis, strategic planning, and project management.

The role will involve working with clients to understand their business needs, developing solutions to meet those needs, and implementing changes to drive business growth.

• Conduct thorough business analyses to identify areas for improvement
• Develop and implement strategic plans to address client needs
• Manage projects from start to finish, ensuring timely delivery and high-quality results
• Collaborate with cross-functional teams to achieve business objectives
• Provide expert guidance to clients on best practices and industry trends

• Bachelor's degree in Business Administration, Economics, or a related field
• 3-5 years of experience in strategy consulting, business analysis, or a related field
• Proven track record of delivering successful projects and driving business growth
• Excellent analytical, problem-solving, and communication skills
• Ability to work effectively in a fast-paced environment
• Proficiency in Microsoft Office and other productivity tools

We are seeking a Business Strategy Consultant to join our forward-thinking team. In this role, you will analyze and interpret business needs, working closely with stakeholders to facilitate solutions that drive business success and enhance operational efficiency.

• Engage with stakeholders to gather, analyze, and document business requirements.
• Translate business needs into functional specifications and ensure accurate implementation.
• Evaluate current business processes, develop improvement strategies, and implement relevant solutions.
• Collaborate with project managers and IT teams to align requirements and deliver optimal outcomes.
• Conduct user acceptance testing to assure solutions meet defined business requirements.
• Maintain clear and effective documentation throughout the project lifecycle.
• Support training sessions for end-users on newly implemented systems and processes.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• 3-5 years of experience as a Business Analyst in a relevant industry.
• Strong analytical and critical thinking skills.
• Excellent communication and collaboration abilities.
• Proficiency in business process modeling and requirements gathering techniques.
• Familiarity with Agile methodologies and software development processes.
• Ability to manage multiple priorities and work within tight deadlines.
• Experience with tools like JIRA, Trello, or similar project management software.
• Strong documentation, presentation, and reporting skills.

• Paid Time Off
• Performance Bonus
• Remote Job