We are Hiring!!!
Job Title : Chief Customer Experience Officer
Location : Dubai, UAE
Reports to : CEO
We are seeking a sharp, analytical, and action-oriented Chief Customer Experience Officer to lead the charge in strengthening our reputation, deepening customer loyalty, and driving measurable improvements across the entire customer journey. The ideal candidate will use data and AI to uncover experience gaps and will work with product, sales, training, and service leaders to fix them. This person will not just identify problems but will lead cross-functional initiatives to solve them in ways that move the needle — fast and sustainably.
Key Responsibilities :
Online Reputation & Google Reviews :
- Own the end-to-end strategy to reduce negative Google reviews and increase genuine positive reviews across all platforms
- Develop and oversee a real-time customer resolution team to intervene before issues escalate publicly
- Build automated and advisor-linked review generation systems to recognize top performers and close feedback loops
- Conduct deep-dive analysis of bad reviews to identify patterns and propose systematic fixes
Cross-Functional CX Improvement :
Use customer feedback, behavioral data, and root cause analytics to create structured action items for product heads, sales leaders, and other business ownersCollaborate with Learning & Development to tailor training interventions based on advisor-level gaps in communication, empathy, product knowledge, or digital tool usagePartner with Tech and Product teams to implement CX-enhancing features, fixes, and workflows — and track ROI of these initiativesServe as the central orchestrator across departments to ensure every customer pain point results in a well-owned, time-bound solutionVoice of Customer & Measurement :
Define, standardize, and refine how we measure customer experience — including beyond NPS and CSATBuild a CX Intelligence dashboard that gives business unit leaders actionable insights at advisor, team, and product levelsLaunch Voice of Customer programs across digital and offline channels and use these insights to shape roadmap and training prioritiesIdentify patterns in churn, service escalations, review sentiment, and product friction to drive structural changeCX Leadership & Culture :
Be the internal champion for our customer — ensuring their perspective is front and center in every strategic decisionEmbed customer-centric thinking into how we hire, train, and evaluate our team membersCollaborate with HR and department heads to embed CX KPIs and outcomes into performance reviews, especially for frontline rolesLead CX rituals such as closed-loop review of complaints, monthly insights meetings, and top-performer recognitionsAI-Driven Execution
Embrace AI tools and technologies to enhance feedback analysis, automate insights, improve speed of response, and scale advisor-level diagnosticsUse AI-powered sentiment analysis, conversation intelligence, and predictive analytics to drive proactive CX interventionsIdentify and implement AI solutions to help frontline teams become more efficient, empathetic, and accurate in their service deliveryStay up to date with AI trends and proactively test and integrate emerging tools that can improve CX outcomes, productivity, or decision-makingFoster a culture of continuous AI learning and experimentation across the CX functionExecution & Accountability
Ensure that CX-related projects have clear owners, timelines, and follow-through across departmentsDevelop forcing functions that drive daily and weekly focus on customer outcomesRegularly present insights and action plans to the CEO and leadership team, with a bias toward progress, not perfectionKey Success Metrics :
Increase in Google review rating and decrease in negative reviews across all locations and business linesUplift in Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) quarter on quarterImprovement in first contact resolution and reduction in average resolution timeHigher advisor-level performance transparency and personalized training impact through dataIncrease in conversion rates due to better CX at quote, sales, and post-sale touchpointsImproved customer retention and repeat purchase behavior year over yearGrowth in organic leads attributed to word-of-mouth referrals and online advocacyDirect correlation between CX improvements and top-line revenue growth over timeSkills & Qualifications :
10+ years of experience in customer experience, digital operations, service design, or performance transformationProven ability to turn customer insights into cross-functional action and business impactDemonstrated experience in applying AI tools in real-world business environments to improve efficiency and insight generationPassion for AI and technology with a strong willingness to continuously learn, experiment, and stay ahead of the curveStrong collaboration and influence skills with both frontline managers and senior executivesComfortable working in a high-performance, metrics-driven environment where speed and quality both matterJ-18808-Ljbffr