Vice President Customer Experience
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Key skills for this role
About the Role
We are seeking an experienced Vice President of Customer Experience to lead the design, delivery, and continuous improvement of customer journeys across a large-scale enterprise environment in the UAE.
Key Skills for This Role
Responsibilities
- Develop and execute the organization's customer experience strategy aligned with business objectives
- Lead customer journey mapping, process optimization, and service improvement initiatives
- Drive improvements in onboarding, servicing, retention, and overall customer engagement
- Establish and monitor customer experience KPIs, including NPS, CSAT, customer effort, and service performance metrics
- Partner with Operations, Technology, Digital, Product, and Customer Service teams to deliver seamless customer experiences
- Leverage customer insights, feedback, and data analytics to identify opportunities for improvement
- Champion a customer first culture across the organization through governance, training, and stakeholder engagement
- Lead and develop high performing customer experience and service excellence teams
Requirements
- 15+ years of experience in Customer Experience, Customer Journey Management, Service Excellence, or related functions
- Proven experience within large scale enterprises with significant customer onboarding and servicing operations
- Background from sectors such as Banking, Financial Services, Telecommunications, Insurance, Aviation, Utilities, or other customer centric industries
- Strong understanding of customer journey design, digital transformation, process improvement, and service quality frameworks
- Experience managing senior stakeholders and leading cross functional transformation programs
- Excellent leadership, communication, and change management capabilities
- Bachelor's degree in Business, Marketing, Operations, or a related discipline
- Master's degree or relevant professional certifications are advantageous
Full Job Posting
Role Overview
- We are seeking an experienced Vice President of Customer Experience to lead the design, delivery, and continuous improvement of customer journeys across a large scale enterprise environment.
- The successful candidate will drive customer centric transformation initiatives, improve service quality, and enhance customer satisfaction across multiple channels and touchpoints.
Key Responsibilities
- Develop and execute the organization's customer experience strategy aligned with business objectives.
- Lead customer journey mapping, process optimization, and service improvement initiatives.
- Drive improvements in onboarding, servicing, retention, and overall customer engagement.
- Establish and monitor customer experience KPIs, including NPS, CSAT, customer effort, and service performance metrics.
- Partner with Operations, Technology, Digital, Product, and Customer Service teams to deliver seamless customer experiences.
- Leverage customer insights, feedback, and data analytics to identify opportunities for improvement.
- Champion a customer first culture across the organization through governance, training, and stakeholder engagement.
- Lead and develop high performing customer experience and service excellence teams.
Requirements
- 15+ years of experience in Customer Experience, Customer Journey Management, Service Excellence, or related functions.
- Proven experience within large scale enterprises with significant customer onboarding and servicing operations.
- Background from sectors such as Banking, Financial Services, Telecommunications, Insurance, Aviation, Utilities, or other customer centric industries.
- Strong understanding of customer journey design, digital transformation, process improvement, and service quality frameworks.
- Experience managing senior stakeholders and leading cross functional transformation programs.
- Excellent leadership, communication, and change management capabilities.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Operations, or a related discipline.
- Master's degree or relevant professional certifications are advantageous.
- Experience leading enterprise wide customer transformation initiatives at scale.
Compensation
- 80/90K AED per month
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