Administration / Retail

Customer Experience Director Full Time NEW

Customer Experience Director Jobs in Dubai, UAE

 

About The Role

The Customer Experience Director will define and execute a strategic vision to prioritise impactful customer journeys, deliver exceptional customer experiences, and embed a customer-first culture across the organisation. This role ensures operational excellence, leverages customer insights to drive innovation, and leads the charge in achieving best-in-class customer satisfaction.

 

What You’ll Be Doing

Strategic Roles & Responsibilities

  • Strategic Leadership 
  • Define and implement a transformative customer experience strategy aligned with organizational goals.
  • Anticipate market trends and customer expectations, adapting strategies to meet and exceed these changes.
  • Leverage data, technology, and analytics to design innovative, future proofed customer journeys.
  • Establish and lead a CX Governance Framework to ensure cross-functional alignment and drive continuous improvement.

 

Cross-Functional Collaboration

  • Partner with Commercial, IT, Digital, and Operations teams to deliver seamless customer experiences.
  • Advocate for cross-departmental changes to improve customer outcomes and ensure operational alignment.
  • Create and execute cross-BU initiatives that enhance customer satisfaction and drive ROI.

 

Functional Roles and Responsibilities 

  • Customer Experience Excellence
  • Map and design end-to-end customer journeys, ensuring consistency across digital and physical touchpoints.
  • Implement a robust feedback management system, utilising NPS, CSAT, and other KPIs to measure and optimise experience.
  • Use root cause analysis to identify and resolve customer pain points, driving sustainable business improvements.
  • Drive the adoption of best practices and CX innovations, positioning the organisation as a market leader in customer experience.
  • Manage the mystery shopping program and third party, ensuring results and actionable insights are shared with the Leadership team.

 

Customer Intelligence

  • Accountable for the customer intelligence strategy and roadmap for Al Tayer Insignia. 
  • Gain buy-in with commercial stakeholders and provide context and strategic recommendations for business decisions based on the insights.
  • Ensure the team collecting customer data and pull insights from it, using data and insights to determine customers’ needs, pain points, purchasing behaviours, favourite products, demographic details, etc

 

Customer Service

  • Accountable for the customer service strategy and roadmap for Al Tayer Insignia.
  • Effectively manage third-party Customer Contact Centre ensuring service quality and Al Tayer Insignia standards are upheld.
  • Ensure the Customer Service team partner effectively providing training and feedback to ensure an exceptional customer experience and journey.
  • Guide the how ATI offers its customers before or after they buy or use products or services.
  • Guide the offering of product suggestions, troubleshooting issues and complaints, responding to general questions, etc

 

Operational Excellence

  • Define and track CX-related KPIs, aligning them with business objectives.
  • Ensure contact center excellence, integrating customer insights to continuously refine processes.
  • Identify efficiencies in operational processes that impact customer, to improve key metrics with tangible business outcomes.
  • Foster a culture of innovation and agility, ensuring adaptability in a dynamic market environment.

 

People Management Roles and Responsibilities

  • Build and nurture a high-performing team of customer experience specialists and analysts.
  • Oversee the implementation of the performance management process by setting objectives, monitoring performance, and providing formal and informal feedback
  • Lead with emotional maturity and resilience, inspiring teams to deliver outstanding results.

 

About You

  • 20+ years of experience in customer experience strategy, design, and continuous improvement.
  • Proven success in leading cross-functional CX initiatives, managing change, and delivering measurable results.
  • Deep expertise in customer experience across digital and physical touchpoints.
  • Exceptional leadership and change management capabilities.
  • Skilled in presenting to senior stakeholders and influencing decisions at the highest levels.
  • Proficiency in aligning customer-centric strategies with business objectives for long-term success.

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