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Customer Experience Officer
Dubai, United Arab Emirates
Key Responsibilities
Candidate Profile
What s in It for You
- Customer Journey Design: Create and manage detailed, end-to-end customer flows, ensuring frictionless user experience across platforms and teams.
- Operational Oversight: Conduct daily audits of onboarding processes, service response times, platform usability, and chatbot effectiveness.
- Cross-Functional Collaboration: Act as a key liaison across compliance, legal, finance, sales, and tech teams to escalate, solve, and prevent customer issues.
- Client-Centric Culture: Serve as an internal voice of the client bringing insights to strategic meetings and influencing feature prioritization and UI/UX improvements.
- Data-Driven Feedback: Establish feedback loops, track CSAT and NPS, and implement actions to continuously improve service standards.
- Reporting & Accountability: Produce structured daily reports highlighting bugs, service gaps, and improvement recommendations.
Candidate Profile
- 5+ years of experience in customer experience or customer success, ideally in SaaS, fintech, or digital service environments.
- Strong familiarity with Salesforce and CRM analytics tools.
- Demonstrated ability to coordinate complex initiatives across multiple departments.
- Exceptional communication and problem-solving skills.
- Native-level fluency in English; other languages are a plus.
- Obsessed with detail, UX, and client-first thinking.
What s in It for You
- Work with one of the most innovative fintech brands in the region
- Competitive salary and bonus structure
- Relocation package if needed
- Visa sponsorship for employee and family
- 21 working days of paid vacation + 12 additional company-paid days off
- Strong team culture, team events, and professional development support
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