Customer Experience Director

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.