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Job Description
Roles & Responsibilities
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
- 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
- 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)
Desired Candidate Profile
- 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)
Company Industry
Department / Functional Area
Keywords
- Experience Lead (Emiratisation)
- Other
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