Customer Experience (CX) Specialist

Job Summary

The Customer Experience Specialist will help build and sustain a customer-centric mindset across the company. The role focuses on designing, running, and refining customer experience programs, including customer journey mapping, feedback management, customer advocacy, and converting CX findings into practical improvements that raise satisfaction, loyalty, and overall business results.

Key Responsibilities

• Promote a company-wide focus on customers and help integrate CX best practices into teams, workflows, and day-to-day operations.
• Map the full customer journey, study the key touchpoints, identify friction points, and spot opportunities to improve the experience.
• Coordinate customer survey programs end to end, from collecting feedback to analyzing results and ensuring follow-up actions are completed.
• Lead customer advocacy activities such as gathering testimonials, creating case studies, managing reviews, and supporting referral initiatives that build trust and credibility.
• Support CX awareness through training sessions, internal communication, and advocacy-focused initiatives.
• Review customer experience data, trends, and performance indicators, then turn the findings into clear recommendations for improvement.
• Work with cross-functional teams to implement customer experience enhancements and assess their outcomes.
• Monitor core CX metrics such as NPS, CSAT, and CES, and prepare routine performance updates for management.

Qualifications & Experience

• A bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related discipline.
• About 5 to 6 years of experience in customer experience, customer insights, service design, or a similar role.
• Practical experience with customer journey mapping tools, survey platforms, and feedback management systems.
• Strong analytical ability with the capacity to convert data into useful business recommendations.
• Experience working across functions and contributing to change initiatives.

Additional Information

This is a full-time, onsite position based in Sharjah, Sharjah Emirate, United Arab Emirates.