Head of Customer Experience
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Key skills for this role
About the Role
A leading financial institution in Abu Dhabi seeks a Head of Customer Journey Centre of Excellence to lead enterprise-wide customer journey transformation. This senior director-level role involves defining customer-centric strategy, leading a team of 30+ specialists, and influencing C-suite and Board stakeholders.
Key Skills for This Role
Responsibilities
- Lead and develop the Customer Journey Centre of Excellence, managing and mentoring a team of 30+ professionals
- Define and execute the enterprise Customer Journey strategy aligned with business objectives
- Establish best practice frameworks for Service Design, Experience Design, Journey Mapping and Customer Centric Transformation
- Design and evolve operating models and delivery models that enable consistent customer experiences across all channels
- Partner with business, digital, technology and operations teams to redesign complex end to end customer journeys
- Influence Executive Leadership, C suite stakeholders and Board members on customer strategy, investment priorities and transformation initiatives
- Drive organisational change by embedding customer centric thinking across the business
- Develop governance, standards and measurement frameworks for journey performance, customer outcomes and business value
- Build strong relationships across multiple business functions whilst successfully navigating complex stakeholder environments
- Foster a high performance culture through coaching, capability development and succession planning
- Ensure customer journey initiatives deliver measurable improvements in customer satisfaction, operational efficiency and commercial performance
Requirements
- Significant leadership experience within Banking or Financial Services
- Proven experience leading a Customer Journey, Customer Experience or Service Design Centre of Excellence
- Experience managing and developing teams of 20 30+ professionals
- Strong background in Customer Journey Management, Service Design, Experience Design, Operating Model Design, Delivery Model Design, Customer Transformation
- Demonstrated success delivering large scale enterprise transformation programmes
- Extensive experience working directly with Executive Committees, C suite executives and Board members
- Outstanding stakeholder management, influencing and negotiation skills
- Strong commercial awareness with the ability to balance customer outcomes against business objectives
- Experience operating within complex, highly regulated environments
Full Job Posting
The Opportunity
- We are seeking an exceptional Head of Customer Journey Centre of Excellence (CoE) to lead the strategic direction and execution of enterprise wide customer journey transformation for one of the UAE's leading financial institutions.
- This is a high profile leadership role responsible for defining and embedding customer centric design across the organisation. You will lead a team of 30+ specialists spanning Service Design, Experience Design, Journey Management and Transformation, partnering with Executive Leadership and business
Key Responsibilities
- Lead and develop the Customer Journey Centre of Excellence, managing and mentoring a team of 30+ professionals.
- Define and execute the enterprise Customer Journey strategy aligned with business objectives.
- Establish best practice frameworks for Service Design, Experience Design, Journey Mapping and Customer Centric Transformation.
- Design and evolve operating models and delivery models that enable consistent customer experiences across all channels.
- Partner with business, digital, technology and operations teams to redesign complex end to end customer journeys.
- Influence Executive Leadership, C suite stakeholders and Board members on customer strategy, investment priorities and transformation initiatives.
- Drive organisational change by embedding customer centric thinking across the business.
- Develop governance, standards and measurement frameworks for journey performance, customer outcomes and business value.
- Build strong relationships across multiple business functions whilst successfully navigating complex stakeholder environments.
- Foster a high performance culture through coaching, capability development and succession planning.
- Ensure customer journey initiatives deliver measurable improvements in customer satisfaction, operational efficiency and commercial performance.
Required Experience
- Significant leadership experience within Banking or Financial Services.
- Proven experience leading a Customer Journey, Customer Experience or Service Design Centre of Excellence.
- Experience managing and developing teams of 20 30+ professionals.
- Strong background in: Customer Journey Management, Service Design, Experience Design (UX/CX), Operating Model Design, Delivery Model Design, Customer Transformation.
- Demonstrated success delivering large scale enterprise transformation programmes.
- Extensive experience working directly with Executive Committees, C suite executives and Board members.
- Outstanding stakeholder management, influencing and negotiation skills.
- Strong commercial awareness with the ability to balance customer outcomes against business objectives.
- Experience operating within complex, highly regulated environments.
Leadership Profile
- Executive presence with gravitas and credibility.
- Highly confident and politically astute.
- Diplomatic and influential across senior stakeholders.
- An exceptional people leader and coach.
- Strategic thinker with strong execution capability.
- Comfortable challenging senior leadership while building consensus.
- Customer obsessed with a passion for transformation and innovation.
- Resilient and able to thrive within a fast paced, evolving organisation.
Location
- Abu Dhabi, UAE
- Hybrid working with 4 days per week onsite
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