Job description

About the Role

We are searching for a distinguished leader to serve as the Head of the Customer Journey Centre of Excellence (CoE) at a top UAE financial institution. This senior position entails directing and executing a comprehensive transformation of customer journey strategies across the enterprise.

Role Summary

Based in Abu Dhabi with a requirement to work four days onsite weekly, the position heads a team exceeding 30 experts in Service Design, Experience Design, Journey Management, and Transformation. The role involves close collaboration with executive leadership and business units, aiming to embed customer-focused design principles organization-wide. This is an opportunity to blend strategic foresight with direct leadership influence at board and C-suite levels, driving measurable business improvements.

Primary Responsibilities

Leadership and development of a 30+ member Customer Journey Centre of Excellence team through mentorship and management.
Formulate and implement a unified Customer Journey strategy that supports corporate goals.
Create and maintain best practices in service and experience design, journey mapping, and transformation emphasizing customer centricity.
Design and refine operational and delivery frameworks to guarantee cohesive customer experiences across all interaction channels.
Collaborate with business, digital technology, and operations teams to remodel complex, end-to-end customer journeys.
Engage and influence executives at C-suite and Board level on customer strategies, related investments, and transformation projects.
Lead cultural and organizational change initiatives to embed a customer-oriented mindset throughout the business.
Develop governance, standards, and metrics to assess journey effectiveness, customer outcomes, and business impact.
Nurture strong cross-functional relationships and skilfully navigate complex stakeholder environments.
Drive a high-performance culture, focusing on coaching, skill development, and succession planning.
Ensure customer journey projects deliver tangible enhancements in customer satisfaction, operational efficiencies, and commercial success.

Required Experience and Skills

Established leadership experience in the banking or financial services sectors.
Proven track record of leading Customer Journey, Customer Experience, or Service Design Centres of Excellence.
Management experience overseeing teams of 20 to 30+ professionals.
Expertise in Customer Journey Management, Service Design, Experience Design (UX/CX), Operating and Delivery Model Design, and Customer Transformation.
Successful record of driving large-scale enterprise transformation programs.
Direct engagement experience with Executive Committees, C-suite, and Board members.
Exceptional stakeholder management, influential communication, and negotiation capabilities.
Strong commercial insight paired with the ability to balance customer experience goals with business targets.
Experience working within regulated, complex environments.

Leadership Qualities

Possesses executive presence and credibility with senior stakeholders.
Highly confident, politically savvy, and able to diplomatically influence.
Exemplary leadership and coaching skills for team development.
Strategic thinker with practical execution skills.
Adept at challenging senior leadership constructively while fostering consensus.
Passionate about customer-centric transformation and continuous innovation.
Resilient and adaptable in a fast-evolving organizational landscape.

Work Location and Schedule

Position based in Abu Dhabi, United Arab Emirates.
Requires presence onsite four days per week.

Preferred Candidate Background

Ideal applicants are those with previous titles such as Head of Customer Journey, Director of Service Design, Head of CX Transformation, or Customer Transformation Director. Experience from leading banks, digital banking, consultancies, or financial institutions with enterprise-wide customer transformation experience is highly desirable.

Head of Customer Experience