Customer Experience Strategist

7 days ago


Dubai, Dubai, United Arab Emirates VML South Africa Full time

At VML South Africa, we pride ourselves on being a beacon of innovation in the ever-evolving world of customer experience.

With our rich heritage built upon a century of combined expertise, creativity meets technology, and diverse perspectives ignite inspiration. Our CX team spans three countries, serving clients across the region, and is known for its work with globally respected brands.

We are seeking a Customer Experience Strategist to join our CX team and support the delivery of impactful customer experiences for one of the UAE's leading banking institutions.

About the Role
  • You will be part of a research-heavy role that focuses on developing strategic recommendations for ideal-state user journeys, with a focus on key banking products such as credit cards.
Key Responsibilities

User Research and Testing

  • Assist in planning and conducting moderated user testing sessions and other qualitative and quantitative research methods.
  • Help uncover user needs, pain points, and behaviors by contributing to research synthesis and analysis.
  • Support the creation of actionable recommendations based on research findings to improve customer experiences.

Data Analysis and Experimentation

  • Work with the team to analyze behavioral data using UX analytics tools (e.g., heatmaps, session replays) and integrate insights into improvements.
  • Assist in supporting A/B testing and experimentation workstreams by providing research-based input.


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