CX Senior Specialist

BUSINESS INTRODUCTION
Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.
JOB TITLE
CX Senior Specialist | Majid Al Futtaim Global Solutions | Egypt
ROLE SUMMARY
The CX Senior Specialist supports the execution of the Shared Services Customer Experience (CX) strategy by turning customer insights into actionable service improvements. The role manages Voice of Customer (VoC) data, journey mapping, and CX performance dashboards to enhance service quality and internal customer satisfaction. Working closely with cross-functional teams, the specialist helps embed customer-centric practices and drive continuous service improvement across Shared Services.
ROLE PROFILE

• Support the implementation of the Shared Services CX strategy and maintain CX frameworks, toolkits, and journey design templates.
• Manage Voice of Customer (VoC) activities including surveys, feedback channels, and insight analysis.
• Maintain CX dashboards and track key metrics such as NPS, CSAT, and customer effort scores.
• Lead journey mapping and service diagnostics to identify experience gaps and improvement opportunities.
• Collaborate with Process Excellence, UX/UI, and Technology teams to design and implement service improvements.
• Prepare CX governance reports, scorecards, and performance insights for leadership reviews.
• Coordinate stakeholder engagement activities and support internal CX communications and updates.

REQUIREMENTS

• 3–5 years of experience in Customer Experience, Service Excellence, Process Improvement, or Business Analysis roles.
• Experience working in Shared Services, corporate services, or customer operations environments is preferred.
• Strong analytical skills with experience using VoC tools, survey platforms, or dashboards such as Power BI or Tableau.
• Strong collaboration and communication skills with the ability to work cross-functionally and influence stakeholders.

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.