Senior Manager - Customer Experience - Dubai Holding Real Estate (National Talent)

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. About the Job: - 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. About You: - Minimum 6 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. 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.

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