Senior Manager - Customer Experience - Saadiyat Grove; UAE National

Job Purpose

The Senior Manager - Customer Experience is responsible for shaping, embedding and continuously improving the end-to-end experience of everyone who interacts with Saadiyat Grove, visitors, residents, office tenants, retail staff and partners.

The role focuses on how the destination feels and functions in real life, translating brand promise into lived experience across physical, digital and service touchpoints, while working closely with operations, retail and marketing teams.

• Define and own the Saadiyat Grove customer experience framework, aligned to destination positioning and brand values.
• Map end-to-end customer journeys across key audiences:
• Visitors and shoppers
• Residents
• Office tenants and employees
• Retail and F&B staff
• Identify moments that matter and friction points, prioritizing improvements that drive satisfaction and repeat visitation.

• Work closely with operations, facilities and security teams to ensure day-to-day experiences meet defined standards.
• Develop and maintain CX guidelines and service principles across public realm, retail and shared spaces.
• Support onboarding and engagement of retail and F&B tenants to ensure consistent experience delivery.

• Design and manage customer feedback mechanisms (surveys, mystery shopping, digital feedback, social listening inputs).
• Analyse feedback and sentiment to identify trends, issues and opportunities.
• Translate insight into clear recommendations and action plans, working with relevant teams to implement improvements.

• Collaborate with Sr Marketing manager on events, activations and seasonal programming, ensuring experiences are intuitive, welcoming and operationally sound.
• Advise on customer flow, way finding, accessibility and dwell-time optimization.
• Ensure experiences work equally well for first-time visitors and repeat audiences.

• Work with Digital and Marketing teams to ensure digital touchpoints (website content, social information, signage, way finding) support a seamless customer journey.
• Ensure consistency between online expectations and on-ground reality.
• Input into future CX tools such as apps, loyalty platforms or concierge services (where relevant).

• Act as the voice of the customer internally, advocating for experience-led decision-making.
• Work cross-functionally with Marketing, Retail, Asset Management, Operations and Leasing.
• Engage external partners where needed (CX consultants, research agencies, mystery shoppers).

• 5 years’ experience in customer experience, service design or operations-led CX, ideally within destinations, hospitality, retail, mixed-use or lifestyle environments.
• Experience working closely with operations and asset teams, not purely marketing.
• Experience implementing CX frameworks in complex, multi-stakeholder environments.
• Strong journey-mapping and service design capability.
• Comfortable working between strategy and execution.
• Confident analyzing qualitative and quantitative feedback.
• Strong stakeholder management and influencing skills.
• Empathetic, observant and detail-oriented.
• Commercially aware and solutions-focused.