{"id":3398777,"url":"https://alion.io/job/99brightminds-performance-closed-loop-specialist","title":"Performance & Closed Loop Specialist","company":{"id":4458529,"name":"99brightminds","domain":"99brightminds.com","url":"https://alion.io/company/99brightminds","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Abu Dhabi, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T13:33:33Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-07T18:57:19Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"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.\nThis is a 12-month contract role based in Abu Dhabi.\nRequirements\nMonitor and triage customer feedback channels: contact center, social listening, reviews and app analytics. Run Mystery Shopping and CSAT cycles.\nDiagnose root causes with service owners, separating symptoms from causes before any plan is issued.\nIssue structured improvement plans (site, environment and experience plans), each with a clear trigger, owner and close condition.\nOwn the closed loop: track every plan to a named owner and resolution date, and escalate what stalls.\nBuild the collaboration model with the teams who benefit from improvement plans.\nRe-measure after implementation and confirm whether the experience improved.\nMaintain measurement integrity: coverage, sample size, response rate and cadence.\nPrepare evidence packs and Voice of Customer (VoC) summaries for leadership and CX committee decisions.\nMaintain the CX compliance evidence register and track corrective actions to closure.\nRequirements\n 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).\nProven root-cause analysis: establishing why a metric moved, not only reporting that it did.\nComfortable with quantitative and qualitative evidence in equal measure.\nTrack record of driving actions to completion through functions you don’t control.\nStrong experience with CSAT, NPS, Mystery Shopping and VoC programs.\nClear, decision-ready writing and confident escalation.\nStrong stakeholder management across operations, service lines and external partners.","description_format":"text","description_chars":1996,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Outsourcing & Dedicated Teams","IT Staffing & Staff 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