Manager - Customer Experience Product (CX)

Job Purpose

Responsible for enabling the brand and business ambitions of the total Modon group through our future customer experience ecosystem, overseeing the design and user experience strategy for all customer-facing products, services and platforms, enhancing customer satisfaction and business outcomes. This role reports to the Associate Director – Customer Experience.

1. Lead the Modon experience ecosystem strategy, vision and planning

• Define and drive the product, service and platform experience strategy aligned to Modon Group’s business, brand and user requirements.
• Create a group-wide vision for enabling meaningful experiences for both our core customers and overall business.

2. Lead Design and Delivery of UX implementation

• Lead design process from concept to execution across all relevant products and platforms  Collaborate with the wider business to design integrated, seamless, intuitive and impactful experiences inspired by their business-specific journeys.
• Ensure business and user requirements are effectively reconciled to deliver impactful outcomes.

3. Customer research and insights.

• Oversee user research such as surveys, interviews and user-acceptance testing to understand product & platform performance.
• Convert insights into clear design actions and outcomes.
• Continue to iterate and improve CX product and performance through customer behaviour understanding and user engagement analytics.

4. Stakeholder collaboration

• Work with wider team (group and segment level) to scope and sequence product-led work.
• Represent and defend product strategy and designs amongst internal and external stakeholder communities.
• Collaborate with partners to deliver intuitive, impactful product and service integrations.

5. Ensure Compliance and Best Practices

• Ensure development of high-quality product standards and assets such as wireframes and design specifications across the total group.
• Develop and defend user-centered design standard to be embraced and embedded across the group, inspiring their uptake and iterating their impact.
• Establish and streamline workflows to optimize CX processes and product over time, improving efficiency and enhancing effectiveness.

Experience

• At least 5-8 years of experience in Customer experience / digital design.
• Preferably UAE National

Competencies

Customer Focus: Strong understanding of customer needs and behaviours, with a focus on delivering exceptional, intuitive customer experiences.

Business-led design understanding: Proven expertise in delivering user-centered designs that meet business goals.

Technical ability: Expertise in design tools and front-end technologies.

Analytical Skills: Proficient in analysing customer data and extracting insights to inform information architecture design & delivery including usability understanding.

Communication: Excellent verbal and written communication skills, with the ability to present complex information in a clear and concise manner.

Collaboration: Ability to work effectively with cross-functional teams and stakeholders at all levels of the organization.

Project Management: Strong project management skills, including planning, execution, and monitoring.

Innovation: Ability to innovate and drive continuous improvement in digital experience processes and practices.

Leadership: Strong team management skills.

Commercial acumen: Able to combine strong human empathy with inherent commercial understanding.