Chief Specialist Customer Experience (Arabic Speakers)

Role overview

This position is responsible for shaping and running the customer experience agenda across the organization, with a focus on aligning service delivery to strategy, values, and governance requirements. The role requires strong leadership in CX strategy, service design, performance measurement, and cross-agency coordination, while also supporting continuous improvement across digital and physical touchpoints. Arabic language capability is part of the role.

Strategy

• Own and drive the integrated customer experience framework so it stays aligned with the organization’s strategy, core values, and shared accountability across entities.
• Create enterprise-level metrics and reporting systems to monitor journey quality, customer satisfaction, loyalty, and return on investment.
• Manage the policy for introducing, updating, or retiring services and channels, making sure customer impact and risk reviews are included in every decision.
• Oversee the master service catalogue so that information remains accurate, services remain consistent, and omnichannel delivery is maintained across all entities.
• Plan, monitor, and deliver CX strategy initiatives and projects in a way that produces measurable outcomes and supports organizational priorities.
• Control execution of the CX strategy using structured analytical tools such as SWOT, PESTEL, and similar methods.

Operations

• Set up governance and coordination methods that help agencies keep service information correct and consistent across all channels.
• Direct the design, development, modification, or removal of services and delivery channels, ensuring the customer voice, experience impact, and stakeholder input are embedded throughout the process.
• Run consultation and feedback sessions with business owners and stakeholders to gather practical insights for service improvement.
• Oversee desktop research, benchmarking collections, and knowledge resources related to global CX and design-thinking developments.
• Facilitate co-creation workshops, focus groups, and voice-of-customer studies to identify key moments of truth in the customer journey.
• Lead and coach a team of service designers, ensuring strong quality, on-time delivery, and ongoing skills development.
• Contribute CX expertise and technical guidance for quality award submissions, making sure they align with CX standards and frameworks.
• Manage organization-wide customer satisfaction measurement and ensure accountability for KPIs across RTA agencies.
• Design an end-to-end omnichannel journey orchestration approach that can predict customer experience under different operating conditions and process changes.
• Lead journey redesign initiatives with embedded KPIs that measure efficiency, effectiveness, and customer impact, while supporting continuous improvement cycles.

Product and process improvement

• Develop, test, and assess innovative CX initiatives that combine AI, agile methods, and enhanced digital touchpoints for scale and impact.
• Maintain a rolling list of priority CX improvements, monitor achieved benefits, and capture lessons learned for future use.
• Establish and govern service management frameworks that support controlled, measurable CX improvements and omnichannel scalability.
• Lead communication, culture-change, and capability-building initiatives across the organization to strengthen customer-centric behavior and best practice adoption.
• Drive process optimization work using Lean, Six Sigma, or similar advanced methods to remove customer pain points and improve satisfaction and loyalty.

Requirements

• Bachelor’s or master’s degree in business administration, marketing, or customer experience management.
• At least 9 years of experience if qualified with a master’s degree, or 11 years if qualified with a bachelor’s degree.
• Professional certifications such as CCXP, ISO 9001 Lead Auditor, or an equivalent qualification are preferred/required as stated.
• Background in managing and governing organizational change processes.
• Strong commitment to delivering excellent customer experience across all service touchpoints.
• Ability to carry out market research and benchmarking to raise service standards.
• Experience maintaining and updating service catalogues and related documentation.
• Capability to coordinate day-to-day service delivery operations.
• Ability to assess service performance and implement improvement actions.
• Experience organizing and managing service information systems.
• Ability to gather business requirements and define solution scope.
• Strong analytical and reporting skills, including customer data analysis.
• Capacity to turn data into actionable customer insights.
• Excellent project management and execution capability.

Additional information

This is a full-time onsite role based in Dubai, United Arab Emirates. The role is tailored for Arabic speakers.