# Performance & Closed Loop Specialist

> 99brightminds · Abu Dhabi, United Arab Emirates · Contract · Posted 2026-10-28

**Workplace:** on_site

## Description

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.

## Apply

[Apply at 99brightminds](https://apply.workable.com/99brightminds/j/FA2FE5755F/apply)

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