Director of Customer Experience (CX) & Service Design
Skills
About This Role
Overview
We are seeking a
Director of Customer Experience (CX) & Service Design
to lead this newly established function within Serco Middle East.
The role will be responsible for shaping and delivering the ExperienceLab strategy and ensuring alignment with the broader Serco ME strategic objectives.
ExperienceLab Director
will oversee solution development, support business development activities, and contribute to marketing and brand positioning.
The role also includes the effective deployment of resources—across people, technical, financial, and physical assets—to successfully deliver contracts and projects.
In addition, the position will be responsible for building and leading a high‑performing team, driving staff development, and managing the function within the approved budget.
The ideal candidate should have the ability to think strategically, execute quickly, and adjust plans to meet organisational needs, as well as strong judgment, decision‑making capabilities, and proven people‑management skills.
This role is part of the management team and will be based in our corporate office in Dubai.
Key Accountabilities
- Building the ExperienceLab Capability in the Middle East
- Develop the ExperienceLab strategy for the ME, aligned with the Divisional strategy, with EL positioned as a service across all sectors.
- Identify and develop the required capability for the ME market.
- Lead the development and implementation of strategies, policies, and deployment plans.
Team Recruitment and Management
- Build and sustain a team according to business needs.
- Develop capability within the team and support professional growth.
- Manage all ExperienceLab team members, either directly or through other people managers.
Pipeline Building
- Build a pipeline of work for ExperienceLab in line with the Serco ME strategy.
- Report on pipeline activity, evidenced through direct engagements and proposals.
- Support the Serco ME Growth team in expanding the pipeline for Serco ME.
Business Integration
- Integrate ExperienceLab Dubai into the Serco ME business by driving awareness and demonstrating value across business development and operational contracts.
- Lead the development and delivery of solution propositions, proposals, presentations, and costing models, with support from the Growth team, in response to internal and external customer needs.
Profile Building
- Build the profile of the ExperienceLab capability in the Middle East.
- Work with the SME Marketing and Communications team to enhance brand awareness of ExperienceLab Dubai.
Financial Control and Reporting
- Work with the executive sponsor to develop the annual budget required to deliver the ExperienceLab strategy, and define appropriate financial controls and reporting structures.
- Deliver ExperienceLab operations within the agreed annual budget and targets.
Specific Requirements
- Degree holder in a related field (e.g., Design, Service Design, Psychology, User Experience, Behavioural Science, Human–Computer Interaction Design, etc.)
- 12–15+ years of experience in consulting and/or business development, including leadership experience
- Experience across CX/UX, Service Design, and Digital Transformation (government, aviation, infrastructure)
- Strong business development capability, with a track record of revenue growth and pipeline ownership
- Proven client acquisition skills with an established UAE/GCC network
- Expertise in commercial strategy, negotiation, and deal closure
- Ability to build and lead high‑performing teams
- Strong stakeholder management skills and the ability to influence at C‑level
Your resume, rewritten
for this exact role.
Sign up free — Base Career tailors your CV to this job description in 60 seconds.
01 / 05
Resume Tailored to This Job
Your keywords, structure, and story — rewritten to match this exact role and pass ATS filters.
Free · No card · 60 seconds
02 / 05
Cover Letter for This Role, Done
Job-specific cover letters written in Gulf professional tone — ready in seconds, not hours.
Free · No card · 60 seconds
03 / 05
See How Well You Fit This Role
AI match score with clear reasons — know your fit before investing time in the application.
Free · No card · 60 seconds
04 / 05
Apply in One Click
Autofill any application form on Workday, LinkedIn, Bayt, Greenhouse — with your tailored content.
Free · No card · 60 seconds
05 / 05
Track It. Follow Up at the Right Time.
Visual pipeline for every application with AI-timed follow-up reminders so nothing slips.
Free · No card · 60 seconds
Similar Jobs
Director of Sales (Europe, Middle East & Africa)
Webbing · Abu Dhabi
About Webbing When connectivity fails, it’s not an inconvenience—it’s a risk. Webbing delivers carrier-grade, software-driven, AI-powered global cellular connectivity for mission-critical environments—where data, applica
Skills
Director of Digital Business Systems(Government-UAE NATIONAL)
Terracotta Outsourcing · Dubai
At Terracotta – Driving Business Growth in Recruitment, Outsourcing & Corporate Services We are a leading outsourcing company in the UAE, delivering recruitment, EOR/PEO, PRO services, and corporate solutions across the
Skills
Director of Labour Market & Services Development(Government-UAE NATIONAL)
Terracotta Outsourcing · Dubai
At Terracotta – Driving Business Growth in Recruitment, Outsourcing & Corporate Services We are a leading outsourcing company in the UAE, delivering recruitment, EOR/PEO, PRO services, and corporate solutions across the
Skills
Cluster Director of Engineering
Hilton Hotels · Dubai
As Cluster Director of Engineering, you are responsible for the effective management of all engineering and maintenance operations within the three hotels, including energy cons...
Skills
Director of Marketing
AccorHotel · Ras Al Khaimah
Develop and manage marketing budgets, execute public relations events, and maintain media relations while ensuring compliance with hotel standards.
Skills
Director of Spa and Recreation - BVLGARI Resort Dubai
Bvlgari Hotels & Resorts · Dubai
Additional Information Job Number 26061835 Job Category Spa Location Bvlgari Resort Dubai, Jumeirah Bay Island, Dubai, United Arab Emirates, United Arab Emirates, 72223VIEW ON MAP Schedule Full Time Located Remotely? N P
Skills
Director of Internal Audit Office
Dubai Careers - A Smart Dubai Initiative · Dubai
Job Description Follow up the implementation of the operational plan of the Internal Audit Office to ensure its alignment with the SLC mission; Develop the audit policies and propose the necessary enhancements; * Estab
Skills
Director of Customer Success
Bluebird · Dubai
Customer Success Director | Risk & Compliance 📍Dubai, UAE | 💵 OTE of AED 800k Imagine stepping into a leadership role where the accounts already exist, the product is trusted globally, and the region is entering its ne
Skills
Director of Hospitality Management
Cygnify · Dubai
Position Summary Director of Development – Hospitality is to lead the planning, development, and execution of hospitality and mixed-use developments across the company’s portfolio. The role will oversee the full developm
Skills
2.2K+
Cover Letters & Follow-ups
1.8K+
Resumes Tailored
190.5K+
Jobs Tracked
Trusted by professionals at
Stop applying blindly.
Start getting hired.
Base Career automates the hardest parts of job searching — apply smarter, not harder.
AI Resume in 60s
Your resume rewritten for this exact role using the job description as the brief.
ATS-Optimized
Get past automated screening filters with the right keywords matched to each job.
Application Tracker
Track every job, follow-up, and interview in one visual kanban board.
Free plan · No credit card required