Head of Customer Experience

Head of Customer Experience Real Estate Semi Government Company - Abu DhabiWe are seeking an experienced Head of Customer Experience to lead the development and execution of a group-wide customer experience strategy, championing service excellence, innovation, and customer-focused transformation across multiple business units and geographies.

Key Responsibilities

Develop and implement an enterprise-wide Customer Experience (CX) strategy aligned with business objectives.Lead Voice of Customer (VoC) programs, customer insight initiatives, and experience measurement frameworks.Drive customer-centric transformation programs that enhance customer satisfaction, loyalty, advocacy, and commercial performance.Lead customer journey mapping and experience design initiatives across digital and physical touchpoints.Champion a customer-first culture through service excellence frameworks, employee engagement, and capability development.Partner with senior leadership and operating companies to embed CX standards and governance across the organization.Utilize customer insights, analytics, and market trends to support product, service, and digital innovation.Define and monitor key CX metrics including NPS, CSAT, CES, retention, and loyalty indicators.Candidate Profile:10+ years of experience in Customer Experience, Service Excellence, Customer Strategy, Customer Insights, or related disciplines.Proven track record leading enterprise-wide CX programs across multiple business units, regions, or markets.Strong expertise in Voice of Customer (VoC), customer journey mapping, customer insights, and experience design.Experience driving customer-centric transformation initiatives that deliver measurable business and commercial outcomes.Background working within complex group, holding company, or matrix organizations.Industry exposure within Retail, FMCG, Real Estate, Hospitality, Lifestyle, or other customer-focused sectors is highly desirable.Excellent stakeholder management, influencing, communication, and leadership skills.