Customer Experience Omnichannel Transformation Manager - Dicetek LLC - Dubai, UAE

Dicetek View all jobs

  • Dubai
  • Permanent
  • Full-time
  • 1 month ago
Customer Experience Omnichannel Transformation Manager - Dicetek LLC - Dubai, UAEPosition Overview
Customer Experience Omnichannel Transformation Manager in Dubai, UAE will design and optimize seamless customer journeys across voice and digital touchpoints. This role leads CX strategy, omnichannel engagement design and CRM integration with contact center platforms to enhance customer satisfaction, digital adoption and operational efficiency.Job Details
Country: UAE
City: Dubai
Industry: I T and Services
Function: Strategy/Planning
Salary: 25000-33000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-timeKey Responsibilities
  • Map, analyze and redesign end-to-end customer journeys across voice, chat, email and digital platforms
  • Define and implement omnichannel engagement strategies aligned with business objectives
  • Integrate CRM systems with call center platforms to enable unified customer profiles and interaction history
  • Implement self-service solutions including chatbots and IVR optimization to improve customer convenience
  • Establish and track CX performance metrics including NPS, CSAT and CES
  • Identify pain points and recommend digital transformation initiatives to enhance service delivery
  • Collaborate with technology, operations and business stakeholders to drive CX innovation
  • Align digital transformation programs with measurable customer satisfaction outcomes
  • Monitor performance dashboards and optimize engagement strategies based on analytics insights
Ideal Profile
  • 8+ years of experience in customer experience, contact center strategy or digital transformation roles
  • Strong expertise in customer journey mapping and omnichannel engagement design
  • Experience integrating CRM platforms with call center systems
  • Knowledge of chatbot implementation and IVR optimization best practices
  • Understanding of CX metrics such as NPS, CSAT and CES
  • Strong analytical and problem-solving skills
  • Experience working on enterprise-level digital transformation programs
  • Excellent communication and stakeholder management capabilities
Skills Set
  • Customer Journey Mapping
  • Omnichannel Strategy
  • CRM Integration
  • Contact Center Transformation
  • Self-Service Automation
  • Chatbot Implementation
  • CX Metrics and Analytics
  • Digital Transformation Strategy
Why Join Us
  • Lead enterprise customer experience transformation initiatives
  • Work on cutting-edge digital and omnichannel engagement programs
  • Influence CX strategy across voice and digital platforms
  • Collaborative environment with cross-functional leadership teams
  • Competitive compensation aligned with UAE CX and digital transformation market
About the Company
Dicetek LLC is a Dubai-based technology and digital transformation consulting firm delivering enterprise solutions across customer engagement, analytics and cloud modernization. The company partners with leading organizations across the UAE and Middle East to design innovative, data-driven platforms that enhance customer experience and operational performance.Job Title Customer Experience Omnichannel Transformation Manager - Dicetek LLC - Dubai, UAE
Job Description Customer Experience Omnichannel Transformation Manager - Dicetek LLC - Dubai, UAEPosition Overview
Customer Experience Omnichannel Transformation Manager in Dubai, UAE will design and optimize seamless customer journeys across voice and digital touchpoints. This role leads CX strategy, omnichannel engagement design and CRM integration with contact center platforms to enhance customer satisfaction, digital adoption and operational efficiency.Job Details
Country: UAE
City: Dubai
Industry: I T and Services
Function: Strategy/Planning
Salary: 25000-33000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-timeKey Responsibilities
  • Map, analyze and redesign end-to-end customer journeys across voice, chat, email and digital platforms
  • Define and implement omnichannel engagement strategies aligned with business objectives
  • Integrate CRM systems with call center platforms to enable unified customer profiles and interaction history
  • Implement self-service solutions including chatbots and IVR optimization to improve customer convenience
  • Establish and track CX performance metrics including NPS, CSAT and CES
  • Identify pain points and recommend digital transformation initiatives to enhance service delivery
  • Collaborate with technology, operations and business stakeholders to drive CX innovation
  • Align digital transformation programs with measurable customer satisfaction outcomes
  • Monitor performance dashboards and optimize engagement strategies based on analytics insights
Ideal Profile
  • 8+ years of experience in customer experience, contact center strategy or digital transformation roles
  • Strong expertise in customer journey mapping and omnichannel engagement design
  • Experience integrating CRM platforms with call center systems
  • Knowledge of chatbot implementation and IVR optimization best practices
  • Understanding of CX metrics such as NPS, CSAT and CES
  • Strong analytical and problem-solving skills
  • Experience working on enterprise-level digital transformation programs
  • Excellent communication and stakeholder management capabilities
Skills Set
  • Customer Journey Mapping
  • Omnichannel Strategy
  • CRM Integration
  • Contact Center Transformation
  • Self-Service Automation
  • Chatbot Implementation
  • CX Metrics and Analytics
  • Digital Transformation Strategy
Why Join Us
  • Lead enterprise customer experience transformation initiatives
  • Work on cutting-edge digital and omnichannel engagement programs
  • Influence CX strategy across voice and digital platforms
  • Collaborative environment with cross-functional leadership teams
  • Competitive compensation aligned with UAE CX and digital transformation market
About the Company
Dicetek LLC is a Dubai-based technology and digital transformation consulting firm delivering enterprise solutions across customer engagement, analytics and cloud modernization. The company partners with leading organizations across the UAE and Middle East to design innovative, data-driven platforms that enhance customer experience and operational performance.
Post DetailsJob Start Date
Salary from 25000.00
Salary to 33000.00
Number of Vacancies 1
Location -Location City DubaiDesired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

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