533 Vp Of Customer Experience jobs in the 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. 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.

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.

We are seeking a highly skilled and experienced professional to fill the role of Vice President. This position is responsible for managing delivery of a specific project stream, ensuring adherence to schedule, budget, quality, health, safety, and sustainability standards.

Customer Success & Support Manager at CASABOT. You'll be the voice of our customers—ensuring they not only love our product but also feel empowered using it. You'll lead onboarding, ongoing engagement, and technical support across residential, commercial, and hospitality clients, playing a critical role in customer retention and satisfaction.

• Own and improve the customer lifecycle from onboarding to renewal.
• Deliver exceptional technical and non-technical support through chat, phone, and email.
• Build scalable onboarding and training processes.
• Manage and mentor support engineers and success agents.
• Monitor and report on customer health scores and satisfaction metrics.
• Act as the internal voice of the customer—partnering with Product and Engineering on feature feedback and issue resolution.
• Lead implementation of customer self-service resources and knowledge bases.
• Handle escalations and critical customer issues with urgency and empathy.
• Collaborate with Sales and Account Management on upsells and renewals.

Customer Success & Relationship Management

• 5+ years of experience in Customer Success or Support roles, preferably in SaaS, IoT, or Smart Home/PropTech
• Proven track record in reducing churn and increasing customer satisfaction
• Experience with customer journey mapping and lifecycle strategy

Technical Proficiency

• Familiarity with smart home ecosystems (Zigbee, Z-Wave, Matter, Wi-Fi, etc.)
• Ability to understand and communicate technical concepts to non-technical users
• Experience with support ticketing systems (e.g., Zendesk, Freshdesk)

Communication & Leadership

• Exceptional communication and interpersonal skills
• Customer-first mindset with a high emotional intelligence
• Experience hiring, coaching, or managing support/success teams

Tools & Systems

• CRM (HubSpot, Salesforce, or similar)
• Support Platforms (Intercom, Zendesk)
• Project management tools (Asana, Notion, Trello)

Nice to Have

• Experience in pre-launch or startup environments
• Familiarity with AI or automation platforms
• Multilingual capabilities (especially Arabic, German, French or Italian)

• Help shape the future of AI-powered smart living
• Work with a global, mission-driven team
• Remote-friendly culture with flexible hours
• Equity options for early-employees

• Associate

• Full-time

• Customer Service

• IT Services and IT Consulting

About the Role

As CASABOT s Customer Success & Support Manager you ll be the voice of our customers ensuring they not only love our product but also feel empowered using it. You ll lead onboarding ongoing engagement and technical support across residential commercial and hospitality clients playing a critical role in customer retention and satisfaction.

• Own and improve the customer lifecycle from onboarding to renewal.
  
• Deliver exceptional technical and non-technical support through chat phone and email.
  
• Build scalable onboarding and training processes.
  
• Manage and mentor support engineers and success agents.
  
• Monitor and report on customer health scores and satisfaction metrics.
  
• Act as the internal voice of the customer partnering with Product and Engineering on feature feedback and issue resolution.
  
• Lead implementation of customer self-service resources and knowledge bases.
  
• Handle escalations and critical customer issues with urgency and empathy.
  
• Collaborate with Sales and Account Management on upsells and renewals.
  

Customer Success & Relationship Management

• 5 years of experience in Customer Success or Support roles preferably in SaaS IoT or Smart Home/PropTech
  
• Proven track record in reducing churn and increasing customer satisfaction
  
• Experience with customer journey mapping and lifecycle strategy
  

Technical Proficiency

• Familiarity with smart home ecosystems (Zigbee Z-Wave Matter Wi-Fi etc.)
  
• Ability to understand and communicate technical concepts to non-technical users
  
• Experience with support ticketing systems (e.g. Zendesk Freshdesk)
  

Communication & Leadership

• Exceptional communication and interpersonal skills
  
• Customer-first mindset with a high emotional intelligence
  
• Experience hiring coaching or managing support/success teams
  

Tools & Systems

• CRM (HubSpot Salesforce or similar)
  
• Support Platforms (Intercom Zendesk)
  
• Project management tools (Asana Notion Trello)
  

Nice to Have

• Experience in pre-launch or startup environments
  
• Familiarity with AI or automation platforms
  
• Multilingual capabilities (especially Arabic German French or Italian)
  

Dubai, United Arab Emirates | Posted on 08/24/2025

CASABOT is the AI-powered home automation platform that transforms any space into an intelligent, intuitive environment. Seamlessly connecting devices across brands, CASABOT eliminates complexity and guesswork—no apps, no commands, just effortless automation. Whether for homes, hotels, or commercial spaces, CASABOT delivers luxury-level technology with unmatched simplicity, real-time support, and smart energy management—designed to enhance daily living and future-proof properties.

About the Role

As CASABOT's Customer Success & Support Manager, you'll be the voice of our customers—ensuring they not only love our product but also feel empowered using it. You'll lead onboarding, ongoing engagement, and technical support across residential, commercial, and hospitality clients, playing a critical role in customer retention and satisfaction.

• Own and improve the customer lifecycle from onboarding to renewal.
  
• Deliver exceptional technical and non-technical support through chat, phone, and email.
  
• Build scalable onboarding and training processes.
  
• Manage and mentor support engineers and success agents.
  
• Monitor and report on customer health scores and satisfaction metrics.
  
• Act as the internal voice of the customer—partnering with Product and Engineering on feature feedback and issue resolution.
  
• Lead implementation of customer self-service resources and knowledge bases.
  
• Handle escalations and critical customer issues with urgency and empathy.
  
• Collaborate with Sales and Account Management on upsells and renewals.
  

Customer Success & Relationship Management

• 5+ years of experience in Customer Success or Support roles, preferably in SaaS, IoT, or Smart Home/PropTech
  
• Proven track record in reducing churn and increasing customer satisfaction
  
• Experience with customer journey mapping and lifecycle strategy
  

Technical Proficiency

• Familiarity with smart home ecosystems (Zigbee, Z-Wave, Matter, Wi-Fi, etc.)
  
• Ability to understand and communicate technical concepts to non-technical users
  
• Experience with support ticketing systems (e.g., Zendesk, Freshdesk)
  
• Exceptional communication and interpersonal skills
  
• Customer-first mindset with a high emotional intelligence
  
• Experience hiring, coaching, or managing support/success teams
  

Tools & Systems

• CRM (HubSpot, Salesforce, or similar)
  
• Project management tools (Asana, Notion, Trello)
  

Nice to Have

• Experience in pre-launch or startup environments
  
• Familiarity with AI or automation platforms
  
• Multilingual capabilities (especially Arabic, German, French or Italian)
  

• Work with a global, mission-driven team
  
• Remote-friendly culture with flexible hours
  

As CASABOT's Customer Success & Support Manager, you'll be the voice of our customers—ensuring they not only love our product but also feel empowered using it. You'll lead onboarding, ongoing engagement, and technical support across residential, commercial, and hospitality clients, playing a critical role in customer retention and satisfaction.

• Own and improve the customer lifecycle from onboarding to renewal.
• Deliver exceptional technical and non-technical support through chat, phone, and email.
• Build scalable onboarding and training processes.
• Manage and mentor support engineers and success agents.
• Monitor and report on customer health scores and satisfaction metrics.
• Act as the internal voice of the customer—partnering with Product and Engineering on feature feedback and issue resolution.
• Lead implementation of customer self-service resources and knowledge bases.
• Handle escalations and critical customer issues with urgency and empathy.
• Collaborate with Sales and Account Management on upsells and renewals.

• 5+ years of experience in Customer Success or Support roles, preferably in SaaS, IoT, or Smart Home/PropTech
• Proven track record in reducing churn and increasing customer satisfaction
• Experience with customer journey mapping and lifecycle strategy

• Familiarity with smart home ecosystems (Zigbee, Z-Wave, Matter, Wi-Fi, etc.)
• Ability to understand and communicate technical concepts to non-technical users
• Experience with support ticketing systems (e.g., Zendesk, Freshdesk)

• Exceptional communication and interpersonal skills
• Customer-first mindset with a high emotional intelligence
• Experience hiring, coaching, or managing support/success teams

• CRM (HubSpot, Salesforce, or similar)
• Support Platforms (Intercom, Zendesk)
• Project management tools (Asana, Notion, Trello)

• Experience in pre-launch or startup environments
• Familiarity with AI or automation platforms
• Multilingual capabilities (especially Arabic, German, French or Italian)

• Help shape the future of AI-powered smart living
• Work with a global, mission-driven team
• Remote-friendly culture with flexible hours
• Equity options for early-employees

• Associate

• Full-time

• Customer Service

• IT Services and IT Consulting