Job Information
Dubai Holding Assistant Manager - Digital and CX (Information Technology) in Dubai, United Arab Emirates
About Dubai Holding Entertainment:
Dubai Holding Entertainment offers an impressive range of destinations and attractions that enhance the appeal and competitiveness of Dubai as an international tourism and leisure hub, with the added value of the quality of the facilities and the high standards of training, supervision, and security.
Ain Dubai, the tallest observation wheel in the world, is the jewel of the Bluewaters extraordinary and one-of-a-kind experience and is set to offer a majestic new experiential perspective from the eye in the sky across Dubai’s mesmerizing skyline.
Global Village is one of the longest established tourist attractions in Dubai having opened its doors in 1997. It offers world-class cultural and family entertainment, featuring 26 international pavilions and millions of visitors every season.
As the most recent attraction within Dubai Holding Entertainment, Dubai Parks and Resorts™ is the Middle East’s largest multi-themed leisure and entertainment destination comprising of three separate theme parks: MOTIONGATE™ Dubai, LEGOLAND® Dubai and LEGOLAND® Water Park.
Leading destinations and attractions by Dubai Holding Entertainment also include Coca-Cola Arena, the largest multipurpose indoor arena in the Middle East; Roxy Cinemas, a premiere theatre experience; and The Green Planet in City Walk, a destination that recreates a tropical forest and many more.
Dubai Holding Entertainment owns the largest radio network in the region. Arabian Radio Network (ARN) is the most dynamic multiplatform broadcaster in the UAE and is at the forefront of innovation. It provides advanced in-studio cameras, broadcasting on-air, online on smartphone apps and the Apple TV platform. ARN has ten radio stations, including Dubai Eye, Virgin Radio, Al Arabiya and Hit – reaching over 200 nationalities and 4 million listeners each week in seven languages.
Building on ARN’s commitment to embracing the future and being able to provide access to the best marketing platforms in the region, MPN by Dubai Holding Entertainment is a multimedia sales house, operating premium out-of-home assets, video production, event sponsorship and activations.
Why this role matters
Customer experience is one of the biggest drivers of guest satisfaction, repeat visits and revenue .
Right now, feedback sits in different places. Journeys aren’t always fully mapped. Improvements don’t always move at pace.
Your job is to bring structure, data and action to that .
Get this right and you will:
improve guest satisfaction across multiple attractions
help the business fix real pain points
give leadership clear, data-backed decisions
This role has real visibility and influence .
What you’ll be responsible for. You will take ownership of how we collect, measure and act on customer feedback across DHE.
That includes:
Implementing and managing a Voice of Customer (VoC) platform — from feedback collection through to reporting and action tracking
Supporting the chatbot implementation and integrating it with feedback loops where relevant
Defining and managing CX measurement frameworks across key customer touchpoints
Setting KPIs, tracking performance and reporting insights clearly to stakeholders
Translating feedback and data into clear, prioritised actions the business can implement
Working cross-functionally to ensure those actions are actually delivered
Presenting findings in a clear, structured way to support decision making
This is a hands-on role focused on delivery, not theory.
What success looks like (first 6–12 months)
Clear, end-to-end customer journey maps across assets and brands, with bottlenecks identified
A fully implemented VoC platform with structured workflows and reporting
Measured touchpoints with baseline performance and tracked improvements
A visible track record of influencing stakeholders to resolve customer issues and improve experiences
What we’re looking for. We are looking for someone who has actually done this before .
You will bring:
Hands-on experience in customer experience or guest services (large-scale operations preferred)
Strong analytics and reporting skills — able to produce clear figures and tell a compelling story
Experience running or supporting VoC / feedback-to-action programmes
A practical, execution-focused mindset — someone who gets things done
Comfort working across both digital and physical customer journeys
Strong stakeholder management skills — able to challenge constructively and drive action
Nice to have:
Experience in entertainment, leisure or hospitality
Exposure to chatbot implementations or CX tooling
Experience working across multiple brands or complex environments