Aldar Properties

Real estate development and asset management

Senior Associate - Customer Experience

Customer ExperienceConfirmed live in the last 24 hours

Full-timeAbu Dhabi - United Arab EmiratesNo salary listed

About the Job

Requirements

At least 6 years of experience in Customer Experience, Digital Strategy, Management Consulting, Product Management, or a related field.
Experience in the real estate, hospitality, or education sectors.
Knowledge and experience measuring and improving customer engagement, satisfaction, and loyalty across broad business areas.
Ability to analyze large volumes of customer data, identify trends, generate insights, and identify actionable customer experience improvement opportunities.
Proficiency in customer experience metrics such as NPS, CSAT, and CLV performance.
Exceptional Excel skills and strong analytical capabilities to manage and analyze large data sets.
Exceptional PowerPoint presentation and business writing skills to communicate complex initiatives clearly and persuasively.
Expertise in interpreting customer feedback through surveys, reviews, and direct customer interactions.
Good written and spoken English; Arabic is preferred.
Ability to build and maintain strong internal and external relationships.
Bachelor’s degree in Business or a relevant degree.
Must be a UAE national.

Responsibilities

Lead customer experience performance monitoring and improvement activities across Aldar businesses, partnering with key leaders to enhance customer experience and increase engagement, satisfaction, and retention.
Assist in implementing processes, procedures, and systems to manage day-to-day customer experience performance monitoring and ensure high-quality data analysis and insight generation.
Support the achievement of NPS and CSAT performance targets across business units.
Track and evaluate Service Level Agreement performance, conduct in-depth performance analysis and gap assessments, and generate actionable insights to drive continuous customer experience improvement.
Collaborate with operational teams to ensure accurate and up-to-date customer information is maintained in the CRM system.
Align customer experience improvement strategies with business goals and organizational growth.
Benchmark customer experience performance against industry standards and competitors, providing insights and recommendations.
Develop and execute customer experience improvement strategies based on customer needs, market trends, and competitive analysis to support long-term engagement, satisfaction, and loyalty.
Oversee customer feedback collection and generate reports on predefined cycles, highlighting pain points and recommending quick-win solutions.
Roll out customer surveys and use the results to drive customer experience improvements.
Review customer pain points and inform relevant teams about customer journey friction points requiring actionable, clearly defined improvements.
Support establishing a customer-centric culture and high standards of customer experience.
Develop written and verbal customer correspondence materials, including customer experience guidance manuals, Standard Operating Procedures, customer experience standards, and experience principles.
Plan and manage annual omnichannel customer communications, coordinating with other business functions to execute communication campaigns effectively and on time.

Desired Qualifications

Arabic language skills.

JOB PURPOSE

Lead CX performance monitoring and improvement activities across all Aldar businesses, partnering with key leaders to enhance customer experience, driving increased engagement, satisfaction, and retention.

Please note, this role is for a UAE national only

ROLES AND RESPONSIBILITIES

CX monitoring and performance operations

• Assist in implementing all processes, procedures, and systems to manage day-to-day CX performance monitoring activities, ensuring high-quality of data analysis and insight generation.

•Support the achievement of NPS and CSAT performance targets across different business units.

•Track and evaluate the performance of Service Level Agreements (SLAs), conducting in-depth performance analysis and gap assessments to generate actionable insights that drive continuous CX improvement

•Collaborate with operational teams to ensure accurate and up-to-date customer information is consistently maintained in the CRM system

•Align CX improvement strategies with overall business goals, ensuring customer experience contributes directly to organizational growth and success.

•Benchmark CX performance against industry standards and competitors, providing insights and recommendations to stay ahead in the market.

CX Improvement Initiatives and Feedback Management

•Develop and execute CX improvement strategies based on evolving customer needs, market trends, and competitive analysis, ensuring long-term customer engagement, satisfaction, and loyalty.

•Oversee the collection of customer feedback and generate reports based on predefined cycles, highlighting customer pain points and recommending quick-win solutions.

•Roll out customer surveys to gather inputs on customer preferences and expectations, utilizing the data to drive CX improvements.

•Review key customer pain points and inform relevant teams of customer journey friction points that need to be resolved through actionable, clearly defined, quick-win CX improvements.

•Support in establishing a customer-centric culture and high standards of customer experience.

CX Communication Management

•Develop written and verbal customer correspondence materials including CX guidance manuals, Standard Operating Procedures (SOPs), CX standards, and experience principles, for consistent CX communication.

•Plan and manage omnichannel annual customer communications, coordinating with other business functions to ensure timely and effective execution of CX communication campaigns.

QUALIFICATION AND EXPERIENCE

RELATED YEAR OF EXPERIENCE:

Min of 6+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Product Management, or related field.

FIELD OF EXPERIENCE:

•Real Estate, Hospitality, and Education sector experience

•Knowledge of and experience with measuring and improving customer engagement, satisfaction, and loyalty across broad business areas.

TECHNICAL AND INTERPERSONAL SKILLS

• Ability to analyze large volumes of customer data, identify trends, generate insights, and identify actionable CX improvement opportunities

• Proficient in using CX metrics such as NPS, CSAT, and CLV performance

• Exceptional Excel skills with strong analytical capabilities to manage and analyze large data sets

• Exceptional PowerPoint presentation and business writing skills to communicate complex initiatives clearly and persuasively

• Expertise in interpreting Customer feedback through surveys, reviews, and direct customer interactions

• Good communication skills – written and spoken English is essential (Arabic preferred)

• Ability to build and maintain strong internal and external relationships

QUALIFICATION

•Bachelor’s degree in Business or relevant degree

About the Company

Aldar Properties

Real estate development and asset management

Aldar Properties is a real estate developer and asset manager in Abu Dhabi. It operates two segments: Aldar Development, which builds and sells land, homes, and commercial spaces (such as Yas Island and Saadiyat Island), and Aldar Investment, which owns and manages rental and income-generating assets like Yas Mall, offices, residences, and hotels. The company earns from property sales and from ongoing rental and asset income, relying on a mix of development projects and a steady income portfolio. Its goal is to shape Abu Dhabi’s urban landscape with large, long-term projects while expanding its asset base and regional footprint.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2004

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