Head of Customer Experience
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Key skills for this role
Role Overview
Big Fish Consult is recruiting for a real estate semi-government company in Abu Dhabi.
The Head of Customer Experience will lead group-wide customer experience strategy, service excellence, innovation, and customer-focused transformation.
The role spans multiple business units and geographies.
Key Skills for This Role
Full Job Posting
Role Overview
Big Fish Consult is recruiting for a real estate semi-government company in Abu Dhabi.
The Head of Customer Experience will lead group-wide customer experience strategy, service excellence, innovation, and customer-focused transformation.
The role spans multiple business units and geographies.
Key Responsibilities
- Develop and implement an enterprise-wide Customer Experience strategy aligned with business objectives.
- Lead Voice of Customer programs, customer insight initiatives, and experience measurement frameworks.
- Drive customer-centric transformation programs that improve satisfaction, loyalty, advocacy, and commercial performance.
- Lead customer journey mapping and experience design across digital and physical touchpoints.
- Champion a customer-first culture through service excellence, employee engagement, and capability development.
- Partner with senior leadership and operating companies to embed CX standards and governance.
- Use customer insights, analytics, and market trends to support product, service, and digital innovation.
- Define and monitor NPS, CSAT, CES, retention, and loyalty indicators.
Candidate Profile
- 10 or more years of experience in Customer Experience, Service Excellence, Customer Strategy, Customer Insights, or related disciplines.
- Proven experience leading enterprise-wide CX programs across multiple business units, regions, or markets.
- Strong expertise in Voice of Customer, customer journey mapping, customer insights, and experience design.
- Experience delivering customer-centric transformation initiatives with measurable business and commercial outcomes.
- Background in complex group, holding company, or matrix organizations.
- Industry exposure in retail, FMCG, real estate, hospitality, lifestyle, or other customer-focused sectors is highly desirable.
- Excellent stakeholder management, influencing, communication, and leadership skills.
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