customer experience professional

Trendyol

<div><div><div><b>About the Team</b></div><div>
At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together &mdash; as individuals and as a team.</div><div></div><div><br>
As a Customer Experience Development Professional, you will be central to enhancing the end-to-end customer journey with a focus on NPS and quality. You will act as the voice of the customer, mapping experiences, identifying pain points, and turning feedback into actionable improvements. Your role combines proactive solution design, competitor benchmarking, and KPI tracking to ensure a continuous &ldquo;customer-first&rdquo; approach across the company.</div></div>
<div><div><h3 class="jobSectionHeader"><b>Responsibilities</b></h3><ul><li><ul><li>
Map customer journeys, identify pain points, and design solutions to improve end-to-end experiences.</li><li>
Interpret and synthesize customer feedback from surveys, operational data, contact centers, and social media.</li><li>
Monitor key KPIs like NPS and operational metrics, identifying areas for improvement and driving follow-up actions.</li><li>
Conduct market and competitor benchmarking, manage test orders, and share sector-specific insights.</li><li>
Support process design and improvement for local operations such as PUDO, COD, and returns.</li><li>
Create and update customer experience guidelines, procedures, and best practices.</li><li>
Oversee quality KPIs for call center agents, supporting quality control and training initiatives.</li><li>
Collaborate with cross-functional teams to implement customer-centric projects and advocate for the customer in decision-making.</li></ul></li></ul></div></div>
<div><div><h3 class="jobSectionHeader"><b>Expected Qualifications</b></h3><ul><li><ul><li>
Bachelor&rsquo;s degree (Engineering, Business Administration, Economics); Master&rsquo;s is a plus.</li><li>
Extensive experience in service sectors such as e-commerce, banking, or telecom; CX background preferred.</li><li>
Strong analytical and customer-driven mindset, with the ability to turn insights into action.</li><li>
Exceptional verbal, written, and presentation skills in English and Arabic.</li><li>
Experience in process design, project management, or service design is a plus.</li></ul></li></ul></div></div>
<div><div><b>What We Offer</b></div><ul><li><b>Hybrid working model with flexibility:</b> a schedule that helps you find the right balance between flexibility and team bonding, including work-from-abroad opportunities and a summer working model.</li><li><b>Customisable FlexBenefits budget: </b>Adjust your daily meal allowance, choose your health insurance package (and extend it to your spouse or children), and pick from additional benefits like fuel support or Trendyol shopping credits.</li><li><b>Well-being support: </b>Access to location-based in-house doctors, as well as psychologist and dietitian support, and HPV vaccination provision.</li><li><b>Personalised training allowance and learning opportunities: </b>Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.</li><li><b>Responsibility from day one: </b>Take full ownership from the start in a culture where every voice is heard and valued.</li><li><b>A diverse, international team: </b>Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.</li><li><b>Opportunities to grow with the best: </b>Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.</li><li><b>Meaningful connections beyond tasks:</b> Be part of team rituals, events, and social activities that help us stay connected and inspired.</li></ul><div></div><div><b><br>
Take the Next Step</b></div><div>
If this role excites you, apply today, we look forward to taking the next step with you.</div><div>
Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.</div></div></div>

Customer Experience Development Professional (Saudi Nationals Only)

<div><div><div><b>Ready to learn more about us?</b></div><div>
We were founded in 2010 with a dynamic and agile start-up spirit. The trust of around 30 million customers and 250,000 sellers has made us the first decacorn in Turkey. Our success is backed by renowned investors such as Alibaba, General Atlantic, Softbank, Princeville Capital and several sovereign wealth funds. In 2022, we opened our first dedicated international office in Berlin and expanded to Amsterdam, Luxembourg and London. And that's just the beginning!</div><div></div><div><b><br>
Tech at the root</b></div><div>
We believe that technology is the driver and e-commerce is the outcome. Thanks to the dedication of our team, we have become one of the top 5 e-commerce companies in EMEA and one of the fastest growing worldwide. We currently deliver over 1.5 million parcels daily to 27 countries.</div><div></div><div><b><br>
Growth is in our DNA</b></div><div>
As a young and dynamic company, we are constantly growing and expanding. With Trendyol Tech, one of the leading R&amp;D centres, Trendyol Express, the fastest growing delivery network, Dolap, the largest platform for second-hand goods, and Trendyol Go, our instant food and grocery delivery service, we are gearing up to become the world's leading e-commerce platform.</div><div></div><div><b><br>
Focused on positive impact</b></div><div>
Our vision goes beyond business success. We strive to make a sustainable and positive impact on our customers, business partners, and society. By digitizing merchants and SMEs, helping businesses grow, and promoting women's economic empowerment, we are dedicated to creating a better future.</div><div></div><div><b><br>
ABOUT THE TEAM</b></div><div>
Trendyol International offers an exciting growth environment with significant opportunities to drive strategic change and meaningful results. We build and continue to invest in world-class end-to-end operations and look for leaders to shape decisions for long-term success.</div><div></div><div><br>
We are seeking a curious and driven Customer Experience Insights Professional to join our international growth journey, focusing on uncovering local consumer insights in Gulf. You will leverage your local knowledge and expertise to help shape strategies, improve customer experience, and drive business growth. You&rsquo;ll join a small, agile team responsible for all international consumer insight and research initiatives.</div></div>
<div><div><h3 class="jobSectionHeader"><b>Responsibilities</b></h3><ul><li><ul><li>
Discover key consumer insights that inform growth strategies and enhance customer experience.</li><li>
Collaborate closely with internal stakeholders to address insight-related requests and support decision-making.</li><li>
Manage end-to-end research processes for quantitative (questionnaire preparation, data analysis) and qualitative studies (interview guides, focus group/moderation, insight generation).</li><li>
Translate research findings into actionable insights and recommendations for cross-functional teams.</li><li>
Analyze customer feedback from surveys, operational data, contact centers, social media, and research studies to identify pain points and opportunities.</li><li>
Benchmark competitors and perform test orders to evaluate first-hand customer experiences.</li><li>
Propose new research projects, methodologies, and initiatives to enhance consumer centricity.</li></ul></li></ul></div></div>
<div><div><h3 class="jobSectionHeader"><b>Expected Qualifications</b></h3><ul><li><ul><li>
Bachelor&rsquo;s degree in Statistics, Business Administration, Economics, or related fields; Master&rsquo;s is a plus.</li><li>
Extensive experience in service sectors (FMCG, finance, telecom) or market research agencies; e-commerce experience is a plus.</li><li>
Strong knowledge of market research methodologies; experience in both qualitative and quantitative research is highly valued.</li><li>
Customer-centric and analytical mindset with the ability to turn data into actionable insights.</li><li>
Excellent communication, persuasion, and teamwork skills; able to thrive in a fast-paced, dynamic environment.</li><li>
Native in Arabic with excellent verbal, written, and presentation skills in English.</li></ul></li></ul></div></div>
<div><div><b>JOIN US AND</b></div><ul><li>Take responsibility from day one and develop your skills with a talented and diverse international team.</li><li>Experience open communication, flexibility, and a start-up spirit in our unique culture.</li><li>Tackle big challenges in e-commerce with Agile practices and encourage growth by learning from mistakes.</li><li>Join creative and focused teams that prioritize collaboration and problem-solving.</li><li>Access our extensive training platform for continuous learning and personal growth.</li><li>Benefit from the support of a global team of experts with mentoring and professional development opportunities.</li><li>Focus on talent and potential, not just job titles.</li><li>Connect with teammates regardless of physical distance through events, meetings, and social activities.</li><li>Enjoy competitive benefits such as Trendyol shopping budget, central and international office locations, and top-of-the-line technical equipment.</li></ul><div></div><div><br>
We're looking forward to receiving your application!</div><div></div><div><br>
We offer a hybrid model that combines the productivity of remote work with the bonding and collaboration of in-office work. Teams are expected to work from our offices on designated days each week, fostering team spirit, creativity and cross team collaboration as part of our culture.</div><div></div><div><br>
We also provide a summer working model, with a two-month fully remote work opportunity during July and August.</div><div></div><div><br>
The hybrid working model only applies to hybrid roles; on-site roles require regular office presence.</div><div></div><div><br>
Discover more about our #LifeatTrendyol and our culture on our Website, LinkedIn and YouTube channels.</div><div></div><div><br>
At Trendyol, we believe in the power of an inclusive workplace. We value diversity and believe that every team member contributes to our vibrant culture. Our platform is for everyone, and so is our workplace. We encourage the representation and amplification of diverse voices in our business, as it allows us all to thrive, contribute, and shape the future together.</div></div></div>

Customer Experience Insights Professional (Saudi Nationals Only)

Smart Talent

<p>We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team and ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. The ideal candidate will be responsible for developing service procedures, implementing customer loyalty programs, and managing the day-to-day operations of the customer service team.</p><p>Lead, mentor, and manage the customer service team (voice, email, chat, and social media support).</p><p>Develop and implement customer service policies, procedures, and standards.</p><p>Monitor team performance through KPIs such as CSAT, NPS, AHT, FCR, and SLA compliance.</p><p>Handle complex customer complaints and escalations in a professional and timely manner.</p><p>Collaborate with cross-functional teams (Operations, Sales, IT, Product) to ensure customer-centric operations.</p><p>Manage shift schedules, workforce planning, and performance evaluations.</p><p>Oversee CRM tool usage (e.g., Zendesk, Freshdesk, Salesforce) and ensure full adoption and optimization.</p><p>Conduct regular training sessions to improve product knowledge, communication skills, and service quality.</p><p>Analyze customer feedback and suggest improvements to enhance the customer journey.</p><p>Prepare and present weekly/monthly reports to senior management.</p><p>Ensure compliance with company policies and relevant legal requirements.Required Education for Position*BachelorsRequired Experience for Position*3-4 Years</p><p>Job Type: Full-time</p><p>Pay: Rs250,000.00 per month</p><p>Work Location: On the road</p>

Manager Customer Experience

Grail

<div><div>Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.<br>
</div><div></div><br>
<div>We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine&rsquo;s greatest challenges.<br>
</div><div></div><br>
<div>GRAIL is headquartered in Menlo Park, California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.<br>
</div><div></div><br>
<div>For more information, please visit grail.com.</div><div></div><div><br>
The Customer Experience (CX) Architect is committed to and responsible for conceiving of, choreographing, and supporting the delivery of excellent customer experiences across GRAIL&rsquo;s products, services, touchpoints, and the broader healthcare ecosystem. This includes identifying high-impact CX improvement and innovation opportunities, working cross-functionally to design and deliver solutions, ensuring cohesion of the end-to-end experience, and representing the voice of the customer in cross-functional initiatives. This position can be remote-based within the US.<br>
</div><div></div><br>
<div>Preferred work location is Menlo Park, CA.<br>
</div><div></div><br>
<div>We&rsquo;re building the best team to take on healthcare&rsquo;s most important challenges. Are you ready to join us?</div>
<h3 class="jobSectionHeader"><b>Responsibilities:
</b></h3><ul><li><b>Understand current state and define future state experiences:</b></li><li>
Pursue, consume, and synthesize sources of customer research and feedback to understand customer goals, critical needs, activities, pain points, thoughts, and feelings.</li><li>
Use a variety of customer experience tools and artifacts to document, visualize, and tell the story of current and future state experiences.</li><li>
Conceive experience-driven solutions that fulfill customer needs, address known problems, and deliver tangible value/benefit to customers.</li><li>
Paint the picture of the future state, gain agreement to CX initiatives through business cases and cross-functional alignment, and collaborate with cross-functional teams to design and deliver solutions.</li><li>
Contribute to and drive action toward the CX vision and strategic priorities.</li></ul><div></div><div><b><br>
Own and drive CX point of view and requirements for corporate strategic initiatives:</b></div><ul><li>
Help define, design, and support the delivery of end-to-end CX excellence across products, services, touchpoints, and B2B implementations.</li><li>
Lead CX sub-teams and/or workstreams in corporate initiatives driven by cross-functional teams (e.g. product roadmap development)</li><li>
Document and audit CX &ldquo;launch readiness&rdquo; for all key commercial launches. Identify risks and gaps, ensure no dead-ends in the experience, propose CX improvements and innovation, and iterate quickly based on market feedback.</li></ul><div><b>
Plan and execute CX culture-building programs and tactics:</b></div><ul><li>
Drive a culture of CX-centricity at GRAIL. Plan and execute internal programs that engage all employees in the importance of, and delivery of, customer experiences.</li></ul><div><b>
The CX Architect is a:</b></div><ul><li><b>
Customer Experience Professional:</b> Proficient in using a variety of CX tools and artifacts (e.g. empathy maps, journey maps, customer blueprints, jobs to be done, etc.) in storytelling, visualizing the customer experience, and influencing decision-making. The CX Architect is a subject matter expert in the CX profession, with experience in research and voice of customer analysis, design thinking, CX prioritization methods, and CX measurement.</li><li><b>
Customer Advocate:</b> Knowledgeable and passionate, representing the voice of the customer (patient, provider, B2B customers, etc.) in both cross-functional and experience-driven initiatives. The CX Architect is curious and persistent about understanding stated and unstated needs, figuring out the &ldquo;why&rdquo; behind human behavior, and solving for both big picture customer goals and the details that can make or break an experience.</li><li><b>
Connector: </b>Skilled in connecting and seeing connections. The CX Architect connects dots across varied customer feedback sources to develop insights and often non-obvious solution opportunities, sees interdependencies between upstream experiences and downstream consequences, ensures cohesion across multi-channel touchpoints, and identifies linkages across the company and healthcare ecosystem that help inform and improve end-to-end customer experiences.</li></ul><h3 class="jobSectionHeader"><b>
Preferred Qualifications:
</b></h3><ul><li>Bachelor&rsquo;s degree; MBA or MPH preferred</li><li>
Minimum 12 years experience in customer experience and/or service design, or equivalent experience in product management and/or marketing with a strong orientation toward consumer/customer research and human-centered design</li><li>
Healthcare or related industry knowledge a plus</li><li>
Passion for the importance of CX in delivering on GRAIL&rsquo;s mission</li><li>
Ability to build relationships across teams and functions, both internally and externally with key team members and healthcare ecosystem partners</li><li>
Strong analytical, data-based orientation to making recommendations and supporting decision-making</li><li>
Ability to think both big picture and at the tactical level, from vision and strategy</li><li>
development to hands-on, roll-up-the-sleeves execution</li><li>
Familiarity with CX and Design tools like Figma, LucidChart, UserTesting, and Qualtrics is helpful.</li></ul><div>
Expected full time annual base pay scale for this position is $205K-$256K. Actual base pay will consider skills, experience and location.</div><div></div><div><br>
Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.</div><div></div><div><br>
In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.</div><div></div><div><br>
GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace.</div></div>

Customer Experience (CX) Architect #4405

Premio Travel and Tours

<p><b>Job Description:</b></p><p>We are looking for a friendly, solution-oriented <b>Customer Experience Officer</b> to join our team. In this role, you will be the first point of contact for our customers, helping to ensure they have a smooth and satisfying experience with our products/services.</p><p><b>Key Responsibilities:</b></p><ul><li>Respond to customer inquiries via phone, email, or chat in a timely and professional manner</li><li>Resolve complaints and issues effectively, ensuring customer satisfaction</li><li>Collect and analyze customer feedback to help improve our service</li><li>Work closely with internal teams to ensure a seamless customer journey</li><li>Maintain accurate records of interactions and follow-ups</li></ul><p><b>Requirements:</b></p><ul><li>Strong communication and problem-solving skills</li><li>Prior experience in customer service or a similar role preferred</li><li>Ability to work independently and in a team</li><li>Familiarity with CRM systems is a plus</li><li>Positive attitude and a passion for helping people</li></ul><p>Job Type: Full-time</p><p>Pay: Rs25,000.00 - Rs45,000.00 per month</p><p>Work Location: In person</p>

Customer Experience Officer

Arab Bank

<div>
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  <strong>
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    Key Roles and Responsibilities:
   </u>
  </strong>
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   Develop and implement initiatives to improve customer experience across all touchpoints, by Identifying gaps in the customer journey and CPS and recommend actionable improvements.
  </li>
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   Oversee and optimize systems for managing customer feedback and complaints resolution in a timely and efficient manner
  </li>
  <li>
   Monitor and elevate customer satisfaction metrics, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores.
  </li>
  <li>
   Collaborate closely with the CB Head of Credit &amp; Collection to streamline the issuance of liabilities and clearance letters, enhancing customer retention for loans and cards.
  </li>
  <li>
   Collaborate with departments to ensure customer-centric practices are embedded in processes and policies
  </li>
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   Support training and awareness programs to promote customer-centric behavior and CPS among consumers &amp; staff
  </li>
  <li>
   Develop and refine customer feedback channels such as mystery shopper programs, VOC initiatives, surveys, and other feedback.
  </li>
  <li>
   Monitor industry trends and best practices related to customer experience.
  </li>
  <li>
   Follow the customer experience annual business plan.
  </li>
  <li>
   Consumer Protection standards:
  </li>
  <li>
   Ensure all customer interactions, products, and services comply with Central Bank Consumer Protection Regulations.
  </li>
  <li>
   Implement and monitor procedures to protect customer rights, including transparency, fair treatment, and responsible product marketing.
  </li>
  <li>
   Manage and promote customer Awareness and Education initiatives to increase customers financial literacy.
  </li>
 </ul>
 <p>
  <br/>
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  <strong>
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    Job Requirements:
   </u>
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  </u>
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 </p>
 <p>
  <strong>
   <u>
    Education
   </u>
  </strong>
  <u>
   :
  </u>
 </p>
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  Bachelors degree from a reputable university
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Experience
   </u>
  </strong>
  <u>
   :
  </u>
 </p>
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  A minimum of (3) years experience in Customer Experience or service roles.
 </p>
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  <br/>
 </p>
 <p>
  <strong>
   <u>
    Competencies:
   </u>
  </strong>
 </p>
 <ul>
  <li>
   Fluent in English and in Arabic.
  </li>
  <li>
   Thorough understanding of local banking regulations and customer expectations.
  </li>
  <li>
   Good presentation skills.
  </li>
  <li>
   Service Oriented
  </li>
  <li>
   Good communications and interpersonal skills
  </li>
  <li>
   Proven leadership skills and the ability to work collaboratively across functional teams.
  </li>
  <li>
   A data driven mindset to gaining customer insights and implementing improvements.
  </li>
 </ul>
 <p>
  <br/>
 </p>
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  <strong>
   What We Offer at Arab Bank
  </strong>
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  At Arab Bank, we offer a purpose-driven and inclusive environment where innovation, continuous learning, and employee wellbeing are at the core. We are proud to welcome individuals of all generations, genders, and backgrounds, valuing the diverse perspectives that strengthen our culture and contribute to our success.
 </p>
</div>


Country Customer Experience Officer

Aldar Academies

<div><p>Aldar Education is currently seeking an outstanding Head - Customer Experience.
</p><p>As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community, from nursery through to adult education. We offer the broadest choice of curricula. In the largest number of locations in Abu Dhabi.
</p><p>Starting with one school and 250 students in 2007, Aldar Education has grown into a highly sought after education provider, now supporting over 38,000 students in 31 schools and a growing network of almost 5000 educators, with over 100 nationalities, offering a wide range of curricula and ancillary services such as a Teacher Training Academy.
</p><p>Working collaboratively, our education network&rsquo;s purpose is to empower the next generation to shape our future, directly supporting the educational goals of Abu Dhabi&rsquo;s government. Today, Aldar Education&rsquo;s efforts are guided by the Abu Dhabi Economic Vision 2030 plan, which aims to build a sustainable knowledge-based economy through premium education.
</p><p>The Head - Customer Experience will lead the development and implementation of Aldar Education&rsquo;s customer experience (CX) strategy across all schools, focusing on the end-to-end parent and student journey. Set CX vision, standards, and tools that support enrolment growth, improve satisfaction, and enhance retention. Act as the central point for CX design, governance, and digital enablement, working closely with Strategy, Marketing, Enrolments, and Operations.</p></div><p></p>
<br><div><p><b>Minimum Qualifications
</b></p><ul><li>Bachelor&rsquo;s degree in business, Marketing, Education Management, or related field
</li>Master&rsquo;s or CX certification (e.g. CCXP) preferred<br>
<li>
</li></ul><p></p><p><b>Minimum Experience
</b></p><ul><li>8+ years in CX, service excellence, or customer strategy roles
</li><li>Experience in K&ndash;12 or premium service environments strongly preferred
</li>Proven leadership of cross-functional projects and small teams<br>
<li>
</li></ul><p></p><p><b>Job Specific Knowledge &amp; Skills
</b></p><ul><li>Strong CX strategy and service design expertise (journeys, playbooks, SOPs)
</li><li>Advanced analytical skills (NPS, CSAT, feedback, insights)
</li><li>Experience with CX tech (CRM, survey platforms, dashboards, journey tools)
</li><li>Digital-first mindset; comfortable with AI tools and automation in CX
</li><li>Knowledge of school operations and parent/student experience lifecycle
</li><li>Excellent communicator (fluent in English is mandatory, Arabic is preferred); able to influence without authority
</li><li>Strong project and change management capabilities
</li><li>High emotional intelligence and customer-centric mindset
</li>Continuous improvement orientation; externally aware of CX trends<br>
<li>
</li></ul><p></p><p><b>What we offer
</b></p><p>Aldar Education offers an attractive remuneration package including medical &amp; life insurance, flights, and education benefits. Our employees have access to a wide network of professionals and opportunities to lead and contribute to training others as well as developing themselves.
</p><p>Aldar Education is keen to hear from like-minded, forward-thinking leaders who would welcome the challenges and opportunities that we have to offer.
</p><p>This job description is not all-inclusive. Aldar Education reserves the right to amend this job description at any time. We are an equal opportunity employer, committed to a diverse and inclusive work environment. We are also mindful of our national development strategy and encourage UAE Nationals to join our company.
</p><p>Aldar Education is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Offers of appointment are subject to satisfactory references and police clearance.</p></div>
<br><div><p><b>Main Duties
</b></p><ul><li>Design and govern the CX strategy, frameworks, and service architecture across all stages of the parent journey (from inquiry to re-enrolment) &ndash; CX Strategist &amp; Architect
</li><li>Map end-to-end customer journeys, identify experience gaps, and define standards for each stage
</li><li>Develop and maintain the CX Playbook, SOPs, SLAs, and escalation protocols for schools and HQ functions
</li><li>Set and monitor experience KPIs (NPS, CSAT, referral, retention), and establish a closed-loop feedback model to drive improvements
</li><li>Build and roll out CX training frameworks for FOH staff, PREs, and school leadership in coordination with CX Academy or Aldar Training Academy
</li><li>Partner with Digital to identify and implement customer-facing tools (CRM, AI, automation, WhatsApp, ticketing)
</li><li>Ensure alignment across CX, Marketing, Admissions, Enrolments, and School Ops to deliver a consistent experience
</li><li>Track complaints and escalations, lead root cause analysis, and define protocols for systemic issue resolution
</li><li>Stay current on K&ndash;12 and sector-wide CX trends, translating them into actionable improvements
</li>Serve as Aldar Education&rsquo;s internal CX advisor, building cross-functional buy-in and coaching leaders on CX excellence<br>
<li>
</li></ul><p></p><p><b>Specific Duties
</b></p><ul><li>Lead the rollout and evolution of Aldar Education&rsquo;s new CX operating model, including governance, structure, and accountability
</li><li>Drive the redesign of key customer journeys (e.g. onboarding, re-enrolment, complaints) based on feedback from parents, PREs, and school leaders
</li><li>Support and oversee experience pilots (e.g. loyalty model, concierge PRE model, call &ldquo;centerless&rdquo;)
</li><li>Coordinate the integration of CX tools with the Digital team
</li><li>Oversee parent/student insight programs and voice-of-customer initiatives to inform service improvement
</li><li>Manage delivery and compliance of CX governance policies, escalation guidelines, and service standards
</li><li>Contribute to performance reporting for senior leadership and organize forums to co-create CX solutions with key stakeholders)</li></ul></div>

Head - Customer Experience

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