Manager – CX Audit Survey & Research

<p>Manager – CX Audit Survey & Research jobs in Dubai, UAE are now open at flydubai. If you want to grow your career in Dubai, this Manager – CX Audit Survey & Research role is a strong opportunity to join a respected team. Read on for the duties, requirements and how to apply today.</p> <h2>About the Manager – CX Audit Survey & Research role</h2> <p>As a Manager – CX Audit Survey & Research based in Dubai, you will work with flydubai and support its operations across the UAE. The position suits candidates who are reliable, detail focused and ready to deliver results in a fast moving environment.</p> <p><strong>MAIN OBJECTIVE OF ROLE</strong></p> <p>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.<br /> <strong>KEY RESPONSIBILITIES</strong></p> <ul> <li>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.</li> <li>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.</li> <li>Develops and implements methodology to ensure consistency, objectivity, and credibility of mystery shopping results are aligned to brand and agreed standards across touch points.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>Partners with stakeholders from Airports, Operations, Training, HR, Communications and IT CX to e</li> </ul> <h2>About flydubai in the UAE</h2> <p>flydubai is a Dubai-based airline serving a growing network of destinations from its hub at Dubai International Airport. The company hires across the UAE and supports staff with training and clear career paths. Joining the team in Dubai means working with experienced colleagues in a professional setting.</p> <h2>How to apply</h2> <p>Submit your application for this Manager – CX Audit Survey & Research position through the official <a href="https://careers.flydubai.com/jobs/3130" target="_blank" rel="nofollow noopener">flydubai careers page</a>. You can also browse more <a href="/job-category/accounting-finance/">Accounting & Finance jobs</a> and other roles in <a href="/job-region/dubai/">Dubai</a> on our site. Apply early because shortlisting often starts quickly.</p>

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