Vice President Customer Experience
Jex Recruitment | Connecting top talent with leading companies
Abu Dhabi Emirate, United Arab Emirates · À temps plein
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- Expérience
- 15+ yrs
- Salaire
- AED 80,000 – AED 90,000 / month
- Ouvertures
- 1
- Publié
- il y a 3 jours
- Work mode
- Au bureau
- Éducation
- Bachelor's degree
- Eligibility
- Senior professionals with deep experience in customer experience and service transformation, especially those from large enterprises and customer-centric sectors, are encouraged to apply.
- Resume
- Required to apply
Description de l'emploi
Role Overview
An enterprise-level organization in the UAE is looking for a Vice President of Customer Experience to own the strategy, delivery, and ongoing enhancement of customer journeys. This leadership role is focused on strengthening service quality, improving satisfaction, and driving customer-first transformation across several channels and touchpoints.
What You Will Do
- Shape and implement a customer experience roadmap that supports broader business goals.
- Oversee customer journey design, workflow optimization, and service enhancement initiatives.
- Improve key moments in the customer lifecycle, including onboarding, service delivery, retention, and engagement.
- Define, track, and improve CX performance measures such as NPS, CSAT, customer effort, and service metrics.
- Work closely with Operations, Technology, Digital, Product, and Customer Service functions to create smooth end-to-end experiences.
- Use customer feedback, insight, and analytics to uncover improvement opportunities.
- Promote a customer-centric mindset through governance, team training, and stakeholder alignment.
- Build, coach, and lead strong customer experience and service excellence teams.
Requirements
- At least 15 years of experience in Customer Experience, Customer Journey Management, Service Excellence, or a closely related area.
- Strong background in large organizations with substantial onboarding and servicing operations.
- Experience in industries such as Banking, Financial Services, Telecommunications, Insurance, Aviation, Utilities, or similar customer-focused sectors.
- Solid knowledge of journey design, digital transformation, process improvement, and service quality models.
- Proven ability to manage senior stakeholders and lead cross-functional transformation programs.
- Excellent leadership, communication, and change management skills.
Preferred Education
A bachelor's degree in Business, Marketing, Operations, or a related field is preferred. A master's degree or relevant professional certification would be an added advantage.
Additional Information
This role is based in Abu Dhabi Emirate, United Arab Emirates.
Compensation is stated at 80/90K AED per month.
The position is intended for a senior professional capable of leading enterprise-wide customer transformation efforts at scale.