Vice President Customer Experience

Uae

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.
• 80/90K AED per month