Customer Experience Head Jobs in Abu Dhabi, UAE

Responsibilities

Main Duties

Design and govern the CX strategy, frameworks, and service architecture across all stages of the parent journey (from inquiry to re-enrolment) – CX Strategist & Architect
Map end-to-end customer journeys, identify experience gaps, and define standards for each stage
Develop and maintain the CX Playbook, SOPs, SLAs, and escalation protocols for schools and HQ functions
Set and monitor experience KPIs (NPS, CSAT, referral, retention), and establish a closed-loop feedback model to drive improvements
Build and roll out CX training frameworks for FOH staff, PREs, and school leadership in coordination with CX Academy or Aldar Training Academy
Partner with Digital to identify and implement customer-facing tools (CRM, AI, automation, WhatsApp, ticketing)
Ensure alignment across CX, Marketing, Admissions, Enrolments, and School Ops to deliver a consistent experience
Track complaints and escalations, lead root cause analysis, and define protocols for systemic issue resolution
Stay current on K–12 and sector-wide CX trends, translating them into actionable improvements
Serve as Aldar Education’s internal CX advisor, building cross-functional buy-in and coaching leaders on CX excellence

Specific Duties

Lead the rollout and evolution of Aldar Education’s new CX operating model, including governance, structure, and accountability
Drive the redesign of key customer journeys (e.g. onboarding, re-enrolment, complaints) based on feedback from parents, PREs, and school leaders
Support and oversee experience pilots (e.g. loyalty model, concierge PRE model, call “centerless”)
Coordinate the integration of CX tools with the Digital team
Oversee parent/student insight programs and voice-of-customer initiatives to inform service improvement
Manage delivery and compliance of CX governance policies, escalation guidelines, and service standards
Contribute to performance reporting for senior leadership and organize forums to co-create CX solutions with key stakeholders)

Minimum Qualifications

Bachelor’s degree in business, Marketing, Education Management, or related field
Master’s or CX certification (e.g. CCXP) preferred

Minimum Experience

Job Specific Knowledge & Skills

Strong CX strategy and service design expertise (journeys, playbooks, SOPs)
Advanced analytical skills (NPS, CSAT, feedback, insights)
Experience with CX tech (CRM, survey platforms, dashboards, journey tools)
Digital-first mindset; comfortable with AI tools and automation in CX
Knowledge of school operations and parent/student experience lifecycle
Excellent communicator (fluent in English is mandatory, Arabic is preferred); able to influence without authority
Strong project and change management capabilities
High emotional intelligence and customer-centric mindset
Continuous improvement orientation; externally aware of CX trends.