Digital Experience Manager

About Us

We are a client-focused company dedicated to crafting superior digital interactions that captivate users, build loyalty to our brand, and promote business expansion. Our teams work collaboratively across digital product development, user experience (UX), customer experience (CX), marketing, technology, analytics, design, customer support, operations, and executive leadership to deliver intuitive and innovative experiences across web, mobile, and emerging digital platforms.

Position Overview

We are searching for a seasoned Digital Experience Manager to spearhead strategy for digital experiences, enhance customer journey optimization, and boost user engagement. This role entails overseeing the lifecycle of digital experience design, implementation, evaluation, and continuous enhancement to improve customer satisfaction, increase engagement, and fulfill strategic business goals.

Key Responsibilities

• Create and execute strategies, governance models, policies, and improvement plans for digital experience aligned with company goals, customer expectations, and digital transformation efforts.
• Direct comprehensive digital experience projects across websites, mobile apps, customer portals, self-service platforms, and omnichannel interfaces to ensure smooth user journeys.
• Partner with cross-functional teams including product, UX/UI design, marketing, technology, analytics, content, customer service, operations, and leadership to deliver user-centered digital solutions.
• Analyze and refine customer journeys by identifying challenges, boosting usability, enhancing accessibility, and implementing customized experiences.
• Track key indicators such as customer satisfaction, Net Promoter Score, customer effort, digital adoption, user engagement, conversion rates, retention, accessibility compliance, and overall digital performance.
• Lead research efforts including usability testing, customer feedback analysis, A/B experiments, heatmap studies, journey mapping, and behavioral analytics to find improvement areas.
• Establish and uphold digital experience standards, content governance, consistent design, and best user-centric practices across platforms.
• Promote digital transformation by introducing AI-driven personalization, journey orchestration, marketing automation, conversational AI, self-service technology, and accessibility improvements.
• Manage relationships with UX agencies, technology vendors, platform providers, consultants, and strategic partners to foster innovation and quality service.
• Use tools such as CRM, CX platforms, CMS, Digital Experience Platforms (DXP), ERP systems, Office Suite, Power BI, web analytics, and business intelligence to monitor performance and derive insights.
• Prepare reports, dashboards, journey analyses, usability evaluations, and strategy recommendations for senior management.
• Lead and mentor teams of UX professionals, digital analysts, content strategists, product teams, and cross-functional stakeholders promoting innovation, customer focus, cooperation, accountability, and ongoing improvement.

Candidate Requirements

• Bachelor's degree in Digital Marketing, UX, Human-Computer Interaction, Business, IT, Communications, Design, or related disciplines preferred.
• Advanced degree or certifications in UX Design, CX, Digital Product Management, Google Analytics, Adobe Experience Manager, or related fields are a plus.
• Minimum 5 years in digital experience, customer experience, UX, product management, digital marketing, or similar roles.
• At least 2 years managing digital experience programs, UX teams, customer journey projects, or enterprise digital transformation initiatives preferred.
• Strong knowledge of UX/UI principles, journey mapping, accessibility, omnichannel engagement, web analytics, personalization, content strategy, and conversion optimization.
• Experience with CRM, CMS, DXP, ERP, Microsoft Office, Power BI, Google/Adobe Analytics, UX research tools, A/B testing, and customer feedback platforms.
• Familiarity with AI personalization, customer data platforms, headless CMS, conversational AI, accessibility standards (WCAG), design systems, and cloud technologies is beneficial.
• Excellent leadership, analytical thinking, strategic planning, project management, organization, problem-solving, communication, stakeholder engagement, presentation, facilitation, negotiation, and collaboration skills.
• Ability to lead complex enterprise digital experiences balancing customer needs, business goals, tech innovation, accessibility, and operational efficiency.
• Capable of working autonomously in remote and hybrid work settings.

Benefits and Work Environment

• Flexible remote or hybrid working model based in the United Arab Emirates.
• Competitive pay including performance incentives and recognition programs.
• Opportunities for professional growth and leadership development in digital domains.
• Engagement with enterprise digital transformation, AI-powered customer experiences, omnichannel innovation, and cutting-edge technologies.
• Collaborative culture emphasizing innovation, creativity, customer success, and continuous improvement.
• Chance to influence digital experiences that enhance customer delight, reinforce engagement, and stimulate sustainable business growth.
• Defined career pathways in digital experience, customer experience, product management, strategy, and executive leadership.