As part of our commitment to complying with national labor laws and applicable legislations in the United Arab Emirates, this position is open to candidates who fulfill the specific nationality criteria stipulated by local regulations.

Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, we are looking for a Program Specialist, Customer Experience (CX) to join our Middle East Customer Service team. The Program Specialist, CX will be responsible for defining and delivering a CX roadmap that that significantly improves the shopping experience for customers. They will achieve this by building a detailed understanding of our customers’ needs and behaviors, identifying and prioritizing improvements, and influencing partner teams to deliver them. The Program Specialist, CX will strike a balance between masterful analytical skills and an impressive ability drive long term change that spans various countries and CX domains. They will be a self-starter and will be skilled in driving actionable insights and clarity in a dynamic customer experience landscape. The successful candidate will be based in our Dubai (UAE) office.

Key job responsibilities
- Identify Customer Experience improvement opportunities and work end to end till fix.
- Deep dives and completes root cause analysis of CX outliers and trends and drives resolution of issues to closure.
- Able to influence stakeholders without authority to drive changes and improvements.
- Utilize voice of the customer mechanism to surface and address customer pinpoints on a continuous basis.
- Report CX project metrics, status updates and track own goals.
- Establishes and upholds program management frameworks across our CX program management function.
- Owns tracking of program health and goals, reporting out to leadership on the status of roadmap completion.