Assistant Director of Customer Experience - Real Estate

Overview

We are looking for a seasoned Assistant Director of Customer Experience to lead and boost customer experience programs across multiple sectors such as real estate, hospitality, destination management, community services, events, and other customer-facing industries. This leadership position requires someone who can translate customer insights into effective strategies, establish service excellence frameworks, and collaborate with senior leaders to design smooth and unique customer journeys.

Key Responsibilities

• Formulate and implement comprehensive customer experience strategies that align with business goals.
• Create and manage customer segmentation models to deepen understanding of customer expectations and needs.
• Promote collaboration among departments like Digital Transformation, Marketing, Customer Care, and Operations.
• Lead customer research, conduct market benchmarking, and manage feedback programs.
• Develop actionable insights for product innovation, service improvements, and digital transformation efforts.
• Supervise Voice of Customer initiatives and frameworks measuring customer satisfaction.
• Analyze and report customer performance trends and improvement opportunities to leadership.
• Work with product and business teams to design and refine customer journeys across various touchpoints.
• Identify key customer needs and pain points through journey mapping and service design methods.
• Support development, testing, and validation of new service concepts and products.
• Provide project management and governance for customer experience enhancement projects.

Qualifications and Experience

• Graduate or postgraduate degree in Business, Marketing, Customer Experience, or related disciplines.
• CCXP certification or equivalent is preferred.
• Minimum 12 years in customer experience, service design, customer strategy, or similar roles.
• Experience in sectors including real estate, tourism, hospitality, or destination development is required.
• Background working in the Middle East is essential.
• Exposure to complex or multi-business group environments is a plus.
• Demonstrated leadership, stakeholder management, and influence capabilities.
• Strong analytical, strategic thinking, and problem-solving skills.
• Excellent communication, presentation, and relationship-building abilities.
• Fluent in English; Arabic language skills are advantageous.

Why Join Us?

This role offers a unique chance to work in a visionary organization where customer experience is treated as a strategic imperative. The selected leader will influence business transformation processes, craft customer journeys, and enhance brand loyalty and advocacy through impactful customer interactions.