Senior Manager - Customer Experience - Dubai Holding Real Estate

About Dubai Holding Real Estate:

Dubai Holding’s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai’s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centers, mosques, schools, supermarkets and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

• Lead the development and execution of digital customer experience initiatives that enhance customer engagement across the entire customer lifecycle.
• Drive the delivery and continuous improvement of customer-facing digital solutions, including mobile applications, customer portals, chatbots, self-service platforms, kiosks, and AI-enabled technologies.
• Review and optimize customer journeys by identifying pain points, streamlining processes, and delivering seamless digital experiences.
• Act as the business lead for digital products, translating customer and business needs into impactful digital solutions.
• Partner with cross-functional teams (IT, Marketing, Sales, and Customer care) and external stakeholders to deliver transformation initiatives that improve customer satisfaction and operational efficiency.
• Develop business cases, performance metrics, and insights to support strategic decision-making and maximize value from digital investments.
• Identify opportunities to leverage emerging technologies and AI-driven solutions to improve customer satisfaction, adoption, and business performance.
• Lead and develop a team while fostering a culture of innovation, collaboration, and continuous improvement.

• Min. 7-8 years relevant experience in digital technologies and tools with minimum 4 years managing teams and developing and implementing digital strategies ideally within the real estate sector.
• Bachelor’s degree in Business Management, Marketing, Customer Experience, Digital Transformation, Business Analytics, or a related discipline. Master’s degree or relevant professional certification would be advantageous.
• Certifications in Business Analytics, Customer Journey Mapping, or Service Design is highly desirable.
• Proven experience managing customer-facing digital platforms such as mobile apps, portals, chatbots, WhatsApp solutions, or self-service products. 
• Exposure to AI, automation, or digital innovation initiatives is highly desirable, the ideal candidate has a passion for the tech space.
• Demonstrated expertise in customer journey mapping, process redesign, stakeholder management, and business case development, with the ability to translate insights into measurable business outcomes.
• Strong analytical, communication, and presentation skills (Powerpoint), with experience influencing senior stakeholders and leading cross-functional teams.
• Previous people management experience is required. 

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.