Job Description

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We are currently seeking a highly skilled and strategic Manager - CX Performance Management to join one of our esteemed clients in the government sector. This role is ideal for candidates passionate about improving customer experience and driving performance excellence through data-driven insights and continuous improvement initiatives.
Job Purpose
The selected candidate will own the measurement, analysis, and performance management of customer experience (CX). This includes translating customer feedback and operational data into actionable insights, identifying opportunities to improve service delivery, and partnering with cross-functional teams to close performance gaps.
Key Responsibilities
Develop, track, and report on CX KPIs and service-level metrics across all channels.
Manage a team of CX Performance Experts, ensuring timely monitoring of results and initiatives.
Align CX metrics with operational KPIs to create a shared view of customer impact across the organization.
Identify CX hotspots using data analytics, Voice of Customer (VoC) insights, and operational performance metrics.
Lead process optimization workshops to eliminate inefficiencies and enhance service quality.
Oversee project governance, reporting, and tracking of transformation initiatives.
Drive adoption of continuous improvement methodologies such as Lean and Agile across the organization.
Requirements
To be considered for this role, you need to meet the following criteria:
Bachelor's degree in Business, Economics, Industrial Engineering, or related field.
Certifications in performance management, data analytics, or CX are an advantage.
Intermediate proficiency in English and Arabic is required.
Experience
7-10 years of experience in performance management, CX analytics, or operational excellence.
Proven experience in managing CX metrics and implementing performance improvement initiatives.
Exposure to energy / power / infrastructure / government or customer-facing organizations; experience with government performance programs like Zero Bureaucracy is a plus.
Strong knowledge of data visualization and reporting tools (Power BI, Tableau, Excel).
Familiarity with VoC platforms (e.g., Medallia, Qualtrics).
Skills & Competencies
Excellent analytical and problem-solving skills.
Strong stakeholder management and ability to influence without direct authority.
Results-oriented mindset with a passion for driving measurable impact.
If you are passionate about delivering exceptional customer experiences and leading performance improvement initiatives, we would love to hear from you!
To apply and explore other exciting opportunities, please visit our website: .
Black Pearl does not charge candidates any fees for its recruitment services.