Head of Customer Journey & Experience

About the role

The Head of Customer Journey & Experience will lead the Customer Experience team in shaping and executing strategies that enhance every touchpoint across our service channels. This senior role focuses on driving continuous improvement, ensuring service excellence, and aligning the customer journey with business objectives.

Key responsibilities

• Develop and implement customer experience strategies across all service channels.
• Lead initiatives to improve the customer journey and elevate service quality.
• Define, monitor, and enforce service standards, quality frameworks, and performance metrics.
• Analyze customer insights and operational data to identify improvement opportunities.
• Oversee CRM governance, case management, and feedback processes.
• Collaborate with cross‑functional teams to optimize the end‑to‑end customer experience.
• Manage customer experience projects and continuous‑improvement programs.
• Coach, mentor, and develop the Customer Experience team to meet business goals.

Required profile

• Bachelor’s degree in Business Administration or a related field (post‑graduate qualification in Customer Experience, Operations or Management is a plus).
• 8–10 years of experience in Customer Service, Customer Experience or Call‑Center operations.
• 3–5 years of leadership experience managing customer‑facing teams.
• Strong analytical, stakeholder‑management and decision‑making abilities.
• Excellent communication skills in Arabic and English.
• Customer‑centric mindset with proven leadership and continuous‑improvement capabilities.

Required skills

• Proficiency with CRM systems and CRM governance.
• Experience implementing service quality frameworks.