Manager - CX Audit Survey And Research

MAIN OBJECTIVE OF ROLE

To design, lead, and govern customer experience measurement programs, including mystery shopping, service quality audits, and customer surveys, ensuring consistent, objective, and actionable insights into frontline service delivery, brand standards compliance, and customer perceptions, driving continuous improvement across customer touchpoints in collaboration with operational and leadership stakeholders.

Key Responsibilities

• Designs, develops and manages end to end mystery shopping for all flydubai customer touch points including Airports, Infight operations, booking channels, digital and all customer engagement channels.
• Defines evaluation frameworks, scoring models, scenarios, and service standards aligned with Customer Experience (CX) Excellence strategy to monitor standards and success rates for areas of improvement.
• Develops and implements methodology to ensure consistency, objectivity, and credibility of mystery shopping results are aligned to brand and agreed standards across touch points.
• Leads and directs appointed brand ambassadors at flydubai to obtain numbers and knowledge across the business to validate accuracy and reliability of programme and credibility to manage actions and improve failing customer points.
• Leads service quality audits to assess compliance with customer experience standards, policies, and brand guidelines and develop audit tools, checklists, and scoring methodologies with all touch points to validate required SLAs and measurements.
• Develops and implements root cause analysis on audit findings and identify systemic issues impacting customer experience while collaborating and guiding relevant stakeholders with targeted improvement actions and any other data sources as required.
• Designs and manages customer surveys (CSAT, NPS, CES, transactional and relationship surveys) through internal or external service providers to ensure responsible methodologies are statistically sound, unbiased, and aligned with business objectives.
• Monitors response rates, data quality, and survey effectiveness and integrate survey insights with mystery and shopping and audit results for a holistic CX Excellence view with visualization that can help drive corrective actions as required.
• Leads the development of dashboards and reports combining mystery shopping, audit, and survey insights and manage data teams to translate data into clear, actionable insights for executives and frontline leaders to drive change as needed. while tracking trends, performance gaps, and improvement progress over time.
• Partners with stakeholders from Airports, Operations, Training, HR, Communications and IT CX to embed insights into coaching, training, and performance management to drive improvements and customer awareness.
• Supports change and improvement initiatives by providing data driven insights and being the recognized subject matter expert on CX measurement and service quality assessment.
• Identifies and collaborates with external research companies to obtain objectivity and understand UAE markets where flydubai has no access to data and identify other key target market to support business objectives.
• Drive contracts with external suppliers, obtain benchmark, standards against other airlines, best in class and leading industries to identify innovation and improved ways of operating while monitoring brand excellence for flydubai to understand why customers may have left us and what is consideration funnel for other airlines – working with BrandTrackers.
  
  

Qualifications

• Master's Degree (2+ years)
• Degree in Business, Marketing, Statistics, Psychology, or related fields in CX, Quality, or Audit related certifications.
• Fluent in English
• Experience in Audit related statistics in Research required. Experience in Airline and Hospitality an advantage.
• Ability to present with Tableau and visualization to drive business change effectively. Experience with CX analytics tools, survey platforms, and dashboarding tools.
• Years with qualifications: 10 - 12 years
  
  

COMPETENCIES

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)
• Decision Making
• Inspiring & Developing Others
• Strategic Thinking
• Business Acumen
  
  

Isr Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.

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