Customer Experience Head

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

• 8+ years in CX, service excellence, or customer strategy roles
• Experience in K–12 or premium service environments strongly preferred
• Proven leadership of cross-functional projects and small teams

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.