Colleague Experience CX Executive

Miral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, SeaWorld Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, and TeamLab. Phenomena Abu Dhabi, and CLYMB™ Abu Dhabi, as well as cultural treasures like Qasr Al Watan. We specialize in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery. Our attractions are designed to ignite the imagination and create unforgettable memories for visitors from around the world. Whether you're seeking excitement, relaxation, or cultural enrichment, we offer something for everyone.

Job Summary

As a Colleague Experience (CX) Executive, you represent HR throughout every employment stage—from welcoming new joiners to guiding colleagues and their families through critical transitions like immigration, visa acquisition, and accommodation arrangements. You serve as the first point of contact, acting as both an information hub and policy expert while ensuring accurate processing of HR data, payroll inputs, and stakeholder requests. This role demands cross-functional versatility, from orchestrating seamless onboarding and offboarding to managing finances, inventories, and complex case escalations. By driving process excellence and leading projects, you directly influence colleague satisfaction and trust, acting as brand ambassadors who leave lasting impressions. As a multi-skilled, adaptable leader, you collaborate across all CX streams—including Transport, Accommodation, HR Operations, and Onboarding—while mentoring team members, leading performance reviews, and deputizing for senior management when necessary. Your ability to navigate legal, compliance, and operational challenges with precision is key to ensuring both policy integrity and exceptional service delivery.

Responsibilities

Flexibility, Cross-Training & Teamwork

• Collaborate across all CX streams, providing support and cross-training to maintain versatility and relationship-building with stakeholders.
• Drive team success and process knowledge through active participation in regular training and adherence to customer best practices.
• Develop performance strategies, escalation management solutions, and process improvements while fostering positive communication.
• Attend team meetings, guide decision-making, and execute tasks aligned with colleague experience and employee experience initiatives.
  
  

Customer Experience

• Serve as the primary representative for new colleagues and their families, promptly addressing inquiries related to immigration, schooling, housing, flight arrangements, and medical insurance.
• Offer seamless service coordination between departments with accurate, timely communication while managing expectations during delays.
• Represent HR professionally, modeling process expertise and adapting communication techniques to diverse demographic needs.
• Ensure the Colleague Induction Program is delivered effectively, detailing company policies, rights, obligations, and HR procedures.
• Resolve conflicts or misalignments with policy outcomes, maintaining a professional demeanor throughout difficult conversations.
  
  

Process Excellence

• Verify and validate legal documents for immigration processes, contracts, and HR data with 100% accuracy and zero compliance risks.
• Manage visa applications for colleagues and families, including renewals and extensions, while adhering to critical deadlines.
• Serve as a policy authority across HR programs, ensuring precise benefits distribution and entitlement explanations to prevent misinformation.
• Track trends and inconsistencies in service requests, implementing corrective measures and escalating exceptions for review by HR leadership.
• Streamline operational workflows by updating Standard Operating Procedures (SOPs) and presenting improvement initiatives.
  
  

HCM Data/File Management

• Ensure rigorous data integrity within HCM systems with meticulous personal details tracking, file categorization, and secure document storage.
• Review and action approvals, identifying gaps and resolving inconsistencies to optimize data utility.
• Verify approval workflows and manage data requests in alignment with privacy and regulatory standards.
  
  

Management Skills

• Deputize for senior management, leading team meetings, budgeting, and data verification operations with accountability.
• Conduct performance management reviews and support the hiring, orientation, and development of team members.
• Oversee HR data accuracy checks and escalation management for complex cross-functional issues.
• Make executive decisions, ensure compliance of team output, and showcase strategic understanding of colleague experience initiatives.
  
  

Office Management

• Oversee procurement processes including Purchase Requisitions (PRs) and recharge invoices up to 3,000,000 AED.
• Maintain accurate financial records and ensure inventory stock optimization for supplies to prevent shortages.
  
  

Qualifications

Essential

• A High School Diploma (or equivalent); Bachelor's or other postsecondary qualifications in HR administration or related fields preferred but not mandatory.
• 2-3 years practical experience in Human Resources with a demonstrable background in service-oriented operations.
• Proficiency in Oracle HRMS and related data systems, combined with strong administrative and documentation skills.
• Excellence in customer service and interpersonal development with a naturally empathetic and approachable demeanor.
• Adaptability to fast-paced environments, with robust problem-solving capabilities and proactive time management.
• Advanced proficiency in Microsoft Office Suite (Excel, Word, and PowerPoint) and strong spoken and written English.
• Capability to thrive in dynamic, team-oriented settings with the ability to build trust and facilitate effective stakeholder relationships.
  
  

Desirable

• Fluency in additional languages for enhanced customer service across diverse demographic needs.
• Experience working in global HR operations or with multi-country immigration and compliance processes.
• Prior management exposure with delegation and strategic initiative development.
  
  

Shape The Future With Us

At Miral Experiences, we don’t just create world-class destinations - we create unforgettable memories for our guests and remarkable careers for our people.

From theme parks and attractions to guest services and behind-the-scenes roles, every member of our team plays a part in delivering exceptional experiences. We’re driven by passion, powered by innovation, and committed to excellence in everything we do.

We’re looking for passionate, driven, and talented individuals who are ready to grow, lead, and make a difference. No matter your background or expertise, there's a place for you at Miral Experiences.

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