Section Head — Customer Experience (CX) - UAEN

Section Head, Customer ExperienceAbout the RoleWe are seeking an experienced Customer Experience (CX) leader to establish and lead a dedicated CX function. This role is responsible for defining the customer experience strategy, operating model, governance framework, service standards, and measurement approach while driving continuous improvement across customer journeys and service delivery.The ideal candidate combines strategic leadership with hands-on expertise in customer research, service design, performance measurement, digital experience, and organizational transformation.Key ResponsibilitiesStrategy & TransformationDevelop and implement the Customer Experience Strategy and roadmap.Conduct CX assessments, benchmarking, and gap analysis.Establish the CX operating model, governance framework, and performance measures.Lead customer-centric transformation and continuous improvement initiatives.Service Design & ImprovementLead customer research, journey mapping, and service redesign initiatives.Establish and maintain a service portfolio and improvement pipeline.Prioritize initiatives based on customer needs, business objectives, and performance insights.Promote service excellence across all customer touchpoints.Measurement & InsightsDevelop customer experience measurement frameworks and dashboards.Monitor and analyze key metrics, including customer satisfaction, effort, and service performance.Translate customer and operational data into actionable recommendations.Digital ExperienceSupport digital service improvements across web, mobile, CRM, and customer platforms.Define business requirements, user stories, and customer journey improvements.Participate in testing, implementation, and post-launch optimization.Leadership & GovernanceLead and develop a high-performing CX team.Build customer-centric capabilities across the organization.Manage stakeholder relationships and influence outcomes across functions.Oversee budgets, vendors, and external service partners.Core CompetenciesExpertCustomer Experience Strategy & Service DesignStakeholder Management, Influence & NegotiationArabic & English CommunicationAdvancedProcess Design, Governance & Policy DevelopmentData Analysis & Customer InsightsDigital Experience & Platform DeliveryFacilitation & Workshop LeadershipLeadership & Capability DevelopmentQualifications & ExperienceEssentialBachelor's degree in Business, Customer Experience, Design, Engineering, Information Systems, or a related field.8-12 years of relevant experience, including at least 3 years in a CX leadership role.Proven experience in customer experience, service design, or service transformation initiatives.Strong experience in customer research, journey mapping, process improvement, and performance measurement.Experience influencing senior stakeholders and driving cross-functional change.Fluent in Arabic and English.PreferredMaster's degree or MBA.Professional certifications such as CCXP, Lean Six Sigma, PMP, Agile, Design Thinking, or ITIL.