Head of Customer Journey & Experience

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.