4 Satisfaction Client jobs in the United Arab Emirates

Role Overview

The Client Experience Manager serves as a strategic and neutral function designed to enhance client satisfaction and retention across the UAS value chain. The role monitors service quality, investigates client feedback, coordinates resolution efforts, and supports long-term improvements through cross-functional collaboration and communication. The role ensures that systemic issues are identified, addressed, and prevented through collaborative intervention, not enforcement. In addition, this role supports seamless onboarding and retention processes.

Key Responsibilities:

• Act as the primary point of coordination for investigating and responding to client issues and dissatisfaction flagged during onboarding or through operational interactions
• Monitor the client journey across UAS functions, identifying friction points that could impact retention
• Coordinate investigations by collecting information from all relevant departments; ensure transparency and neutrality in fact-finding
• Facilitate and track resolution proposals from involved teams; where necessary, suggest alternative approaches while respecting departmental ownership - Bi-weekly update report to Executive Management
• Conduct structured follow-ups to assess whether issues were fully resolved and identify recurrence risks
• Deliver feedback and insights to internal stakeholders to support ongoing improvements in service delivery – diplomatically champion operational excellence across departments
• Lead or coordinate internal briefings or micro-training sessions to address repeat service gaps and reinforce preventive measures
• Establish feedback reporting systems and produce regular insights on complaint trends, root causes, and mitigation strategies

Required Qualifications

• Bachelor’s degree in business administration, Aviation Management, or a related field
• 5-7 years of experience in a client-facing, service improvement, or quality assurance role, preferably in aviation, travel, or high-touch service industries
• Familiarity with client onboarding, cross-functional workflows, and B2B service expectations
• Demonstrated ability to manage sensitive situations diplomatically and maintain neutrality
• Experience with CRM and service ticketing tools (e.g., Zoho, Salesforce, HubSpot)
• Analytical mindset with strong data interpretation and reporting abilities
• Strong interpersonal, facilitation, and communication skills

Key Competencies

• Client-Centric Problem Solving
• Feedback Investigation & Coordination
• Cross-Functional Collaboration
• Conflict Resolution and Diplomacy
• Communication and Influence
• Training Facilitation and Knowledge Transfer
• Continuous Improvement Mindset
• Journey Mapping and Service Design

About the Job

As a Product Manager for Client Experience you will be laser focussed on ensuring that our clients have a delightful experience when working with Lean. Working across all phases of the client lifecycle from onboarding and integration to monitoring and product discovery. You will be creating, owning and validating your roadmap with customers and able to work cross-functionally with multiple teams at Lean to ensure that requirements meet the needs of our regulators and the market.

You will be responsible for ensuring our Application Dashboard enables a multitude of client personas to effectively perform their roles with Lean. This might be a developer looking to integrate Lean into their platform, or a CFO wanting to interrogate payment histories and generate reports. This role also deeply collaborates with all other teams at Lean, as you will be responsible for the frameworks that many of our other teams use to deliver their products to market, from SDKs to our Documentation.

The ideal candidate will have a passion for UX, design and performance. Able to work confidently with quantitative data, setting up analytics pipelines and understanding how to analyse data while also having a passion for gathering insight and new opportunities through qualitative data. You will also have a strong affinity and understanding of what it means to operate with a third party tool for business needs.

Who are we

Lean enables companies to seamlessly connect to their users’ bank accounts to initiate real-time payments and retrieve their account information. Our products have garnered the trust of leading companies and enabled them to deliver powerful experiences when connected with a user’s bank account, allowing users to perform prudent financial planning, get better rates on loans, transfer money to friends, and more, without compromising on privacy or security.

Some of Lean’s clients include the likes of Tabby, Nayifat, Tamam, Circlys, and many more, making it the region’s most valuable Open Banking platform. The company has now processed over a billion dollars, and its products are also connected with hundreds of thousands of accounts. Lean envisions a fully inclusive financial ecosystem that serves everyone, no matter where they bank or live in the MENA region.

Responsibilities

• Execute end-to-end product lifecycles, ensuring products align with users needs, compliance requirements, and company objectives

• Define, prioritise, and manage the product roadmap for our Application Dashboard and other tools and services that can accelerate adoption and enable revenue opportunities.

• Work closely with the development team to translate requirements into clear, actionable user stories and features, ensuring technical feasibility and scalability.

• Build and maintain cross-functional team cohesion, ensuring deadlines are met without sacrificing quality.

• Own and take accountability for key business metrics and key results ensuring you’re delivering value against business goals.

• Collaborate with legal and compliance teams to ensure adherence to relevant regulations.

• Use data-driven insights to make informed decisions and drive continuous improvement.

Competencies

• Ability to develop a product vision and strategy.

• Ability to think through and develop complex user journeys and understand their implications at a system level.

• Ability to trade-off product requirements with timelines and priorities.

• Strong analytical and problem-solving skills.

• Excellent communication and collaboration skills.

• Ability to manage cross-functional teams and stakeholders.

• Self-starting mindset - when you see a problem, you want to fix it.

• Experience conducting market research and analysing data.

• Ability to prioritise tasks and manage time effectively.

Desired Qualifications

• A proven track record of delivering B2B software for third party use - ideally in the financial domain.

• Strong understanding of APIs, SDKs, microservices architecture.

• Qualification in a design or engineering related field.

• Experience working in a regulated industry.

NB. While we think the above experience could be important, we’re keen to hear from people that believe they have valuable experience to bring to the role. If you identify with the team and mission, but not all of our requirements, then please still apply!

Lean is the first regulated open banking and open finance company operating across the UAE and Saudi Arabia. Since 2019 we've been on a mission to become the pre-eminent A2A payments company in the Middle East - enabling our clients to seamlessly connect to their users’ bank accounts to initiate real-time payments and retrieve account information. Our products have garnered the trust of some of the leading companies in the region, including the likes of Etisalat Group, Careem, Binance, Tabby, Tamara, Tawuniya, and more.

To date, Lean has processed billions of dollars, and our products have connected with hundreds of thousands of accounts across the region. We've recently announced our $67.5 million Series B funding round led by General Catalyst, following earlier investment from Sequoia Capital. This funding marks a major milestone for Lean and the financial ecosystem across the MENA region. At Lean, we’re committed to driving the next generation of financial innovation by making financial data and payments more accessible and transparent for businesses and consumers alike.

To that end, we're always on the lookout for talented, driven, and entrepreneurial candidates to join us in our mission of enabling the next generation of financial innovation. If you're motivated by solving hard problems and leaving a lasting legacy while you're at it, Lean's where you need to be.

Not only do we offer competitive salaries, private healthcare, and flexible office hours, but we also insist that every member of the team hold a meaningful equity stake in the business to ensure long-term alignment. We'd love you to join us for this journey!

Lean is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

When applying for a job at Lean Technologies, we will need to collect, use and share Personal Data about you with different members of our team during the application process. This may mean transferring your data to members of the team in one of our office locations worldwide outside of the country you are in. Please refer to our Privacy Notice on our website for more information about how we may use and store your Personal Data

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