Job details
We are currently partnered with a global entity based in Abu Dhabi that is looking to hire a Head of CX Design & Excellence to design, implement, and oversee the strategy that puts customers at the heart of everything they do.
Responsibilities:
- Develop a customer experience (CX) strategy that ensures happiness, satisfaction, and long-term loyalty.
- Define and communicate a clear CX vision embraced across the organization.
- Map and analyse end-to-end customer journeys, identifying pain points and opportunities to elevate the experience.
- Use customer feedback and data insights to shape journey improvements and impactful solutions.
- Collaborate with cross-functional teams to implement solutions that streamline operations and enhance customer satisfaction.
- Cultivate a culture of customer-centricity and continuous improvement across the organization.
- Establish and track metrics and KPIs to evaluate the success of CX initiatives.
Requirements:
- 14+ years of experience working within CX Design & Excellence.
- Bachelor's degree in Computer Science, IT, or a related field.
- A customer-first mindset with a proven ability to design and execute CX strategies.
- Experience in journey mapping and data-driven decision-making.
- Strong collaboration skills to work across teams and deliver innovative solutions.
- A gift for continuous improvement and fostering customer-focused cultures.
- The ability to measure impact through CX metrics and KPIs.
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Hiring company
Mark Williams Recruitment
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