Job Purpose
The Senior Manager, CX Learning & Development plays a pivotal role in shaping and delivering Aldar Estate’s Customer Experience learning strategy.
This position will be supporting the Associate Director and will be responsible for designing, developing, and enhancing Aldar Estates’ customer experience programs ensuring every training delivers measurable behavioural change.
Roles, Responsibilities, Duties
Learning & Programs Design
- Translate the Aldar Estates CX strategy into learning frameworks and structured development journeys.
- Co-create and evolve the CX Academy curriculum (GRACE, CORE, Signature Experiences, Programs Aftercare) in alignment with Aldar’s CX vision and Hospitality Pillars.
- Lead the design and development of additional training content and materials tailored to different learner levels across the organization.
- Ensure all programs deliver measurable behavioural and cultural change.
- Partner with strategic education providers (e.g., Les Roches, EHL,…etc) to enhance content relevance and quality.
- Develop blended learning solutions (in-person, digital, virtual) tailored for diverse learner segments across Aldar Estates verticals.
- Oversee curriculum updates based on learner feedback, evolving customer insights, and performance data.
Facilitation & Capability Building
- Lead the facilitation of core programs for leadership and front-line teams to model delivery excellence.
- Co-Design and Implement a Train-the-Trainer (TTT) certification program to empower internal facilitators and champions.
- Mentor facilitators and learning partners to ensure session consistency, engagement, and cultural alignment.
- Collaborate with internal stakeholders to co-develop high-impact experiential learning content.
Leadership Development & Culture Integration
- Partner with HR and Business Leaders to embed CX and Hospitality competencies into leadership development plans.
- Act as a strategic advisor to the Associate Director on behavioural transformation initiatives that reinforce Aldar’s Estates Guest Experience Promise.
- Champion Aldar’s culture through continuous engagement, storytelling, and knowledge-sharing across teams.
Measurement, Impact & Continuous Improvement
- Collaborate with the Manager, L&D Operations to track program KPIs, NPS, attendance, and impact metrics.
- Lead aftercare initiatives (Daily Bites, coaching cards, recognition programs) to sustain behavioural change post-training.
- Conduct learning evaluations to assess knowledge transfer, application, and business impact.
Governance & Partnerships
- Manage strategic partnerships with educational and hospitality institutions (e.g., New Metrics, Les Roches, EHL….etc).
- Support SOP creation and content governance for all learning initiatives.
- Maintain alignment with Group CX and Aldar Estates leadership priorities.
Qualification:
- Bachelor’s degree in Hospitality, Business, Human Resources, or related field.
- Professional certification in Learning & Development, Instructional Design, or Coaching preferred.
Experience and Skills:
- Minimum 10 years of experience in Learning & Development, preferably within customer experience, hospitality, or service industries.
- Proven experience in learning program design, facilitation, and leadership capability building.
- Strong understanding of adult learning principles, experiential learning, and service excellence culture.
- Exceptional presentation, storytelling, and facilitation skills.
- Strong collaboration, stakeholder management, and influencing skills.
- Ability to translate CX strategy into measurable behavioural outcomes.
