Customer Experience (CX) Lead

Customer Experience (CX) LeadRas Al Khaimah, United Arab Emirates6-Month Contract (Potential for Permanent Employment)We are seeking an experienced Customer Experience (CX) Lead to join a leading semi-government entity in the United Arab Emirates. The ideal candidate will be responsible for driving both digital and offline customer experience transformation initiatives, with a key focus on supporting the reengineering of a major digital service portal and enhancing customer and employee experiences across the organization.This role requires a highly strategic and hands-on CX professional with proven expertise in customer journey design, service excellence, customer experience strategy, performance measurement, and cross-functional transformation programs.RequirementsBachelor's degree in business administration, Customer Experience, Marketing, Digital Transformation, or a related field.8+ years of experience in Customer Experience, Service Excellence, Customer Journey Management, Digital Experience, or Customer Transformation roles.Proven experience developing and implementing CX and EX strategies, roadmaps, and operating models.Strong experience in customer journey mapping, service design, customer research, and digital experience optimization.Demonstrated experience leading customer-centric transformation initiatives and service improvement programs.Strong stakeholder management skills with the ability to collaborate effectively across business, technology, product, design, and operational teams.Excellent analytical, communication, facilitation, and presentation skills.Experience within government, semi-government, banking, hospitality, aviation, telecommunications, retail, or other customer-focused service organizations is highly preferred.