الوصف الوظيفي

الأدوار والمسؤوليات

CX Product Partnership

Represent agent feedback and anecdotal customer insights in close alignment with Product, and author CX content grounded in real agent and customer experience.
Represent consolidated CX insights in product discussions, roadmap reviews, and release planning
Utilize the Voice of Customer (VoC), Voice of Agent (VoA), Quality findings, and personal judgement to help reveal gaps between Product vision and Agent/customer experience observed through the support function
Challenge Product decisions where CX risk, friction, or downstream operational impact is identified
Ensure CX considerations are embedded early not retrofitted after release

2. Agent Enablement & Content Oversight

Lead the creation and continuous improvement of agent-facing content (guides, FAQs, walkthroughs, macros, and storyboards).
Translate complex product updates, workflows, and policies into clear, practical, and scannable materials.
Own all product-related content across CX platforms, ensuring timely updates and alignment with Product releases.
Ensure CX-critical updates are understood, prioritised, and implemented by the right teams

3. Insights, Friction & Impact

Monitor ticket trends, agent feedback, and QA results to detect recurring friction points.
Identify recurring issues, systemic breakdowns, and experience gaps across channels
Drive insight-to-action loops by translating CX signals into clear product and process recommendations
Partner with Analytics, Ops, and Quality to validate impact and track outcomes

4. Governance & CX Representation

Ensure CX risks, dependencies, and readiness gaps are clearly surfaced and escalated when needed
Facilitate structured feedback loops between CX, Product, Ops, and Quality/li>
Maintain clarity on ownership, decisions, and follow-ups across teams.
Be a trusted, senior CX voice who balances partnership with healthy challenge.

5+ years of experience in CX Product Operations, Process Excellence, CX Leadership, or CX Service Management, with hands-on experience in CX Content writing.
Strong background in tech, digital banking, or top-tier financial services is preferred
Proven experience influencing Product teams using CX insights and operational data
Deep understanding of how product decisions translate into real frontline and customer impact
Strong analytical mindset comfortable working with trends, drivers, and root causes
Excellent stakeholder management skills able to influence, challenge, and align senior partners
Fluent English and Arabic (mandatory)

الملف الشخصي المطلوب للمرشحين

5+ years of experience in CX Product Operations, Process Excellence, CX Leadership, or CX Service Management, with hands-on experience in CX Content writing.
Strong background in tech, digital banking, or top-tier financial services is preferred
Proven experience influencing Product teams using CX insights and operational data
Deep understanding of how product decisions translate into real frontline and customer impact
Strong analytical mindset comfortable working with trends, drivers, and root causes
Excellent stakeholder management skills able to influence, challenge, and align senior partners
Fluent English and Arabic (mandatory)

Experience Lead (Emiratisation) tabby