Head of Digital Customer Experience

Posted 10 November 2020
Salary Competitive salary and benefits
Job type Permanent
DisciplineDigital Marketing, Social & Content
Contact NameMollie Powell

Job description

A leading telecommunications company in Dubai is looking for an experienced Head of Digital Customer Experience to join the team.

About the role:  

The Head of Digital Customer Experience is a critical role in the company. The role is the north star of their customer-first ethos and is given permission to play across the organization to drive a customer-first culture and mindset.

This role has executive power on launch go/no go based on our desire to set best in class digital customer experience and standards for their customers. 

Key skills and experience:

- Digital-first with proven digital CX experience
- Previous telecoms experience
- Previous Customer Care experience within a management position
- Ability to effectively mentor staff
- Excellent communication skills
- Sound knowledge of contact centre operations and related technologies
- Experience in Digital Transformation programs

Key Responsibilities:

- Build a Digital Customer Experience and Customer First Strategy and operational framework
- Digital Product Design
- Digital Product Roadmap – a key member of roadmap setting and evaluation this role will push and include customer experience enhancement onto the future product roadmap ensuring that CX is as key as revenue generation for the business.
- Digital Product Help
- Digital Care innovation
- Digital Care Quality

This position offers a competitive salary, along with benefits which include: Annual bonus, air ticket allowance for self and family, education allowance, medical insurance for self and family, and relocation flight.