Manager VIP Guest & Owner Experience Shamal Holding

CX Delivery, Standards & Ways of Working

• Deliver assigned CX initiatives and workstreams in line with the agreed CX roadmap.
• Embed CX standards, behaviours and customer-first ways of working across assets.
• Act as a point of contact for CX champions and asset teams on practical CX delivery.
• Coordinate cross-functional input to support delivery and resolve dependencies.
• Track progress, risks and outcomes across assigned initiatives.
• Support linking CX improvements to commercial and operational outcomes.

Voice of Customer & Insight Management

• Manage the day-to-day operation of Voice of Customer activities.
• Coordinate feedback capture across surveys, always-on channels and frontline inputs.
• Analyse customer feedback, verbatims and sentiment to identify themes, drivers and experience gaps.
• Prepare insight summaries and recommendations to support prioritisation and decision-making.
• Support adoption and effective use of CX dashboards and insight tools across assets.

Journey Mapping & Experience Design

• Lead delivery of journey mapping and experience design activity for assigned journeys or assets.
• Identify moments that matter, friction points and opportunities to improve ease, clarity and emotion.
• Support development of journey maps, service and experience standards, experience playbooks and guidance.
• Work with operational teams to validate feasibility and support piloting of improvements.
• Ensure alignment between physical and digital customer touchpoints across the end-to-end journey.

Measurement, Reporting & Governance Support

• Maintain CX trackers, dashboards and action logs for assigned workstreams.
• Support CX forums, reviews and working sessions through clear reporting and analysis.
• Track delivery of agreed actions, ensuring ownership and follow-through.
• Identify recurring issues, trends or risks and escalate with evidence-based recommendations.
• Support definition and evolution of CX standards and service design principles.

Continuous Improvement & Recovery

• Coordinate test-and-learn activity to improve priority journeys and touchpoints.
• Support structured root-cause analysis for recurring issues and complaints.
• Track the impact of improvements on customer outcomes and experience metrics.
• Capture examples of effective improvements to support consistency and replication.

What Success Looks Like

• Customer insight is clearly linked to actions and measurable improvements.
• Priority journeys show measurable improvement in ease, clarity and recovery.
• CX initiatives are delivered on time with clear ownership and outcomes.
• Teams understand how CX standards apply to their day-to-day work.
• CX activity is visible, structured and embedded into operational routines.

Required Competencies

• VoC & Insight Translation: hands-on experience managing customer feedback, verbatims and sentiment to identify experience drivers and convert insight into clear, prioritised actions that influence decision-making and improvement activity.
• Journey Mapping & Experience Improvement: practical experience delivering journey mapping and experience design with a focus on moments that matter, friction points and applying outputs to real service, process or digital improvements.
• CX Measurement & Performance Tracking: experience using CX metrics, dashboards and trackers to monitor performance, highlight risks and demonstrate the impact of improvements on customer outcomes.
• Continuous Improvement & Recovery: experience supporting test-and-learn activity, recovery and structured root-cause analysis to reduce recurring issues, complaints and failure demand.
• Delivery & Stakeholder Coordination: proven ability to work across teams and priorities to drive delivery, maintain momentum and ensure agreed actions are owned, implemented and followed through.