Ras Al Khaimah, United Arab Emirates
6-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.
Requirements
- Bachelor'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.