Performance & Closed Loop Specialist
99brightminds
Date: 6 hours ago
City: Abu Dhabi
Contract type: Contractor
99Bright Minds is hiring a Performance & Closed Loop Specialist for a leading multi-site consumer organization in Abu Dhabi. The role turns customer signals from every channel into prioritized, root-caused improvement plans, and verifies whether the customer experience actually improved. You will own the closed loop from signal, to action, to resolution, to re-measurement.
This is a 12-month contract role based in Abu Dhabi.
Requirements
- Monitor and triage customer feedback channels: contact center, social listening, reviews and app analytics. Run Mystery Shopping and CSAT cycles.
- Diagnose root causes with service owners, separating symptoms from causes before any plan is issued.
- Issue structured improvement plans (site, environment and experience plans), each with a clear trigger, owner and close condition.
- Own the closed loop: track every plan to a named owner and resolution date, and escalate what stalls.
- Build the collaboration model with the teams who benefit from improvement plans.
- Re-measure after implementation and confirm whether the experience improved.
- Maintain measurement integrity: coverage, sample size, response rate and cadence.
- Prepare evidence packs and Voice of Customer (VoC) summaries for leadership and CX committee decisions.
- Maintain the CX compliance evidence register and track corrective actions to closure.
Requirements
- 5–8 years of experience in Customer Experience, VoC, service quality or operational analytics, ideally in a multi-site network (retail, hospitality, aviation or similar).
- Proven root-cause analysis: establishing why a metric moved, not only reporting that it did.
- Comfortable with quantitative and qualitative evidence in equal measure.
- Track record of driving actions to completion through functions you don’t control.
- Strong experience with CSAT, NPS, Mystery Shopping and VoC programs.
- Clear, decision-ready writing and confident escalation.
- Strong stakeholder management across operations, service lines and external partners.
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