Product & Customer Experience Director

Product & Customer Experience Director

Reports To

Chief Marketing Officer (CMO)

Location

UAE

Why This Role

• Multi-business exposure — build experience across a diverse portfolio of sectors, audiences and business models, not just one brand.
• Build, don't inherit — shape a growing group product and CX function from the ground up: its standards, systems and ways of working.
• Serious seniority — work directly with executive leadership, portfolio companies, government stakeholders and specialist advisers.
• Real national impact — contribute to platforms built to strengthen the UAE's long-term economic capability.
• Innovation with discipline — use data, digital tools and AI to sharpen quality and productivity, inside a culture built on integrity and partnership.

The Role

Own product and customer experience strategy across the group's entire portfolio. You'll set the portfolio direction, drive the innovation pipeline, and shape the end-to-end customer journey — building a consistent, differentiated brand experience across every touchpoint, in every business.

What You'll Do

Product & Portfolio Strategy

• Own the product portfolio strategy across the group's businesses, aligned to growth priorities.
• Lead the innovation pipeline — identify, prioritise and bring new products and offerings to market.
• Continuously assess portfolio performance, evolving or retiring offerings based on market and customer insight.
• Apply stage-gate discipline to guide products from concept through to launch.
• Build and maintain product roadmaps that turn strategy into a clear, sequenced plan.

Customer Experience Leadership

• Own end-to-end CX strategy across every touchpoint — physical, digital and service.
• Map and continuously sharpen the customer journey, hunting down friction and opportunities to differentiate.
• Set the standards and frameworks for brand experience across every customer-facing function and business.
• Build customer segmentation and personas that shape product, experience and marketing decisions.
• Translate product and CX thinking into digital products and services — apps, websites, UX and UI.

Commercial & Cross-Functional Leadership

• Be the strategic bridge between product, marketing, sales and operations — one joined-up customer proposition.
• Build the business case for product and experience investment, with a clear line to commercial outcomes.
• Represent product and CX priorities to executive leadership and portfolio company stakeholders.
• Work cross-functionally with marketing, digital, studio, IT and developers to bring initiatives to life.

Team & Stakeholder Leadership

• Build and lead a high-performing team across product and CX disciplines.
• Act as a strategic partner to portfolio leaders — embedding shared standards while respecting different business models.
• Champion the voice of the customer at the senior leadership table.
• Operate effectively within task forces and cross-functional project teams.

Key Deliverables

• Group product portfolio strategy
• Innovation and pipeline roadmap
• Product roadmaps across the portfolio
• End-to-end customer experience framework
• Brand experience standards across portfolio touchpoints
• Customer journey maps and improvement plans
• Customer segmentation and persona frameworks
• Executive product and CX dashboard

How Success Is Measured

• Portfolio performance and innovation throughput
• Customer experience and satisfaction scores
• Brand experience consistency across touchpoints
• Time-to-market for new product launches
• Commercial impact of product/CX initiatives
• Portfolio adoption of shared standards

What You Bring

• Significant senior leadership experience in an FMCG or consumer-facing environment, with real exposure to product/brand management and portfolio strategy.
• A proven track record managing product lifecycles — from innovation and launch through to portfolio optimisation.
• Experience building or elevating a CX function across multiple touchpoints (retail, digital, service).
• Comfort operating inside a holding company or multi-business-unit structure.
• Experience working within task forces and cross-functional project teams.
• Regional (GCC) experience is a plus, not a must.
• Bachelor's degree in a relevant discipline; postgraduate or professional qualifications desirable for senior candidates.
• Fluent English required; Arabic is a plus.

Core Skills

• Product portfolio strategy & innovation pipeline management
• Customer journey mapping & brand experience design
• Commercial/P&L acumen & customer insight and research
• Cross-functional stakeholder management & multi-touchpoint CX delivery
• Stage-gate process & product roadmap development
• Customer segmentation and personas
• Digital products, apps, websites, UX/UI