We are actively looking for a Head of Customer Journey & Experience to join our Customer Experience team,
Core Responsibilities:
- Develop and execute customer experience strategies across customer service channels.
- Drive customer journey improvements and service excellence initiatives.
- Establish and monitor service standards, quality frameworks, and performance metrics.
- Analyze customer insights and operational performance to identify improvement opportunities.
- Oversee CRM governance, case management, and customer feedback processes.
- Collaborate with cross-functional teams to enhance the end-to-end customer experience.
- Lead customer experience projects and continuous improvement initiatives.
- Coach and develop the Customer Experience team to achieve business objectives.
Essential Qualifications & Skills:
- Bachelor's degree in Business Administration or a related field.
- Postgraduate qualification in Customer Experience, Operations, or Management is an advantage.
- 8–10 years of experience in Customer Service, Customer Experience, or Call Center operations.
- Minimum 3–5 years of leadership experience managing customer-facing teams.
- Strong experience with CRM systems and service quality frameworks.
- Strong analytical, stakeholder management, and decision-making skills.
- Excellent communication skills in Arabic and English.
- Customer-centric mindset with strong leadership and continuous improvement capabilities.
