Digital Transformation Lead (Guest Experience)

We are looking to hire a Digital Transformation Lead (Guest Experience) who will be responsible for leading enterprise-wide digital transformation programs with a strong focus on enhancing customer experience (CX), driving innovation, and enabling customer-centric processes and platforms for our client based in Dubai – which is one of the largest multinational entities in the region.

This position is going to start on an initial contract for 24 months and is open to renewal based on performance.

The role sits within the Digital & Customer Experience Transformation Department and reports directly to the Chief Digital Officer (CDO) .

We are looking for a passionate Digital Transformation Lead (Guest Experience) with a clear focus on customer experience excellence, adoption of cutting-edge digital solutions, and driving business outcomes through technology-enabled change . You should also have experience in/possess knowledge of customer journey design, omnichannel platforms, process automation, emerging technologies (AI, cloud, data analytics), and stakeholder change management in a multinational context .

Key responsibilities:

• Define and execute the organization’s digital transformation roadmap , with a specific focus on customer experience initiatives.
• Lead the design and implementation of customer journey improvements , ensuring seamless, consistent, and personalized experiences across digital and physical touchpoints.
• Partner with business units, IT, and customer-facing teams to drive adoption of digital platforms and tools that enhance service delivery and customer engagement.
• Identify and implement emerging technologies (AI, machine learning, RPA, advanced analytics, chatbots, CRM platforms) to improve efficiency and customer satisfaction.
• Establish KPIs and success metrics to monitor digital transformation progress and impact on CX.
• Lead a cross-functional team of digital and CX professionals to deliver large-scale transformation projects on time and within budget .
• Ensure compliance with data security, regulatory requirements, and organizational standards while implementing digital solutions.
• Drive a change management culture , ensuring organizational readiness and smooth adoption of new processes and tools.
• Build strong relationships with internal and external stakeholders, including vendors and technology partners.
• Serve as a strategic advisor to senior leadership on digital trends, innovations, and opportunities for enhancing customer value.

Knowledge, skills & experience:

• Minimum 12–15 years of experience in digital transformation, with at least 5 years in a leadership role in a multinational or large-scale organization.
• Strong expertise in customer experience strategy , digital platforms (CRM, omnichannel, mobile, self-service, e-commerce), and process re-engineering.
• Demonstrated track record of leading enterprise-wide digital transformation initiatives from strategy through execution.
• Proven ability to influence and collaborate with C-level executives and cross-functional teams .
• Knowledge of AI, advanced analytics, cloud solutions, RPA, and automation .
• Strong project management, stakeholder engagement, and vendor management skills .
• Excellent communication, leadership, and change management capabilities .
• Experience in the Middle East region is a plus.

Availability:

• Preference will be given to candidates available immediately or a maximum 30 days after accepting the offer.

We are looking for a candidate who will be able to work in United Arab Emirates. Please apply with your resume and remember to provide us with your contact details.

We will review your job application within 7 working days. Should your profile fit the requirements of the role a consultant from Edari will be in touch with you to get a deeper understanding of your profile, to discuss the role in more detail and potential next steps