Banking & Investment
14 Aug
Head – Client Experience
AED 35,000 – 50,000 per month + benefits
Head – Client Experience
Job Reference: ANT-CX-HEAD-0826Function: Client Experience / Customer Experience / TransformationIndustry: Banking / Financial ServicesLocation: Dubai, UAEEmployment Type: Full-TimeLevel: Senior LeadershipExperience: 12+ Years
About the Role
We are seeking an accomplished Head – Client Experience to lead the development and execution of an enterprise-wide customer experience strategy across multiple business and service channels.
The role will be responsible for establishing customer-centric standards, improving end-to-end client journeys, strengthening Voice of Customer programmes, enhancing complaint management and driving service transformation through digitalisation, process optimisation and data-led insights.
The successful candidate will act as a strategic partner to senior business, operations, technology, product and transformation stakeholders, ensuring that customer experience remains embedded within business strategy, operating models and performance management.
This is an opportunity for a senior CX leader who can combine strategic vision with operational execution and deliver measurable improvements in customer satisfaction, service quality, efficiency and business outcomes.
Key Responsibilities
1. Client Experience Strategy
Develop and implement a comprehensive Client Experience strategy and framework aligned with organisational objectives.
Establish customer-centric principles, standards and governance across business units and customer touchpoints.
Define the desired end-to-end customer experience across products, services and channels.
Establish CX priorities based on customer insights, business objectives and market trends.
Partner with senior leadership to embed customer-centricity into business and operating strategies.
Establish measurable objectives and governance mechanisms for continuous CX improvement.
2. Customer Journey Management
Lead the design, mapping and continuous optimisation of end-to-end customer journeys.
Identify customer pain points, friction areas, service gaps and opportunities for improvement.
Analyse customer interactions across digital, branch, contact centre and relationship-management channels.
Develop journey improvement programmes based on customer feedback, operational data and business priorities.
Work with Product, Operations, Technology and Digital teams to redesign inefficient customer journeys.
Ensure customer journeys are consistent, intuitive and aligned with defined service standards.
3. Voice of Customer & NPS
Own and enhance enterprise-wide NPS, Voice of Customer (VOC), Voice of Employee (VOE) and customer feedback programmes.
Establish appropriate methodologies for collecting, analysing and distributing customer insights.
Monitor NPS, CSAT, CES and other relevant customer experience indicators.
Identify trends, recurring issues and customer pain points through quantitative and qualitative analysis.
Conduct root-cause analysis and translate customer feedback into actionable improvement initiatives.
Present CX insights, trends and recommendations to senior leadership.
The original role specifically places significant emphasis on NPS/VOC analysis, root-cause assessment and translating feedback into improved client experience, operational efficiency and revenue outcomes.
4. Customer-Centric KPIs & Performance Management
Define and implement customer-centric KPIs across business and service functions.
Integrate CX measures into relevant business scorecards and performance frameworks.
Establish service-level indicators covering quality, turnaround time, resolution, satisfaction and customer effort.
Monitor performance against agreed CX targets and service standards.
Develop executive dashboards and management reporting on CX performance.
Drive accountability for customer outcomes across relevant functions.
5. Complaints Management & Service Recovery
Establish and continuously improve the enterprise customer complaint-management framework.
Ensure complaints are accurately captured, categorised, investigated and resolved within agreed TATs.
Establish effective escalation and service-recovery mechanisms for complex customer issues.
Conduct root-cause analysis to identify systemic issues behind recurring complaints.
Work with Product, Operations, Technology and Compliance teams to eliminate recurring customer pain points.
Use complaint insights to improve processes, products and customer journeys.
Establish governance and reporting mechanisms for complaint trends and resolution performance.
6. Service Standards & Quality Management
Define and maintain customer service standards across relevant channels and business units.
Establish quality-assurance frameworks and service-level expectations.
Monitor adherence to customer service standards and identify areas requiring corrective action.
Develop continuous improvement programmes to enhance service quality.
Promote a culture of service excellence and customer ownership.
Ensure customer-facing teams understand and consistently apply defined service standards.
7. Digital & Service Transformation
Identify opportunities to digitise and simplify customer interactions.
Partner with Digital, Technology and Operations teams to develop improved digital journeys.
Evaluate opportunities involving AI, automation, chatbots, IVR, self-service and digital servicing.
Lead initiatives to reduce unnecessary manual activities and improve customer turnaround times.
Support process re-engineering and automation initiatives designed to improve both customer experience and operational efficiency.
Ensure digital transformation initiatives are measured against tangible customer and business outcomes.
The original banking role specifically highlights digital tools such as chatbots and IVR, process re-engineering and automation as mechanisms for improving customer experience while managing cost.
8. Operational Excellence
Identify opportunities to improve service processes, turnaround times and operational efficiency.
Work closely with Operations and Technology teams to eliminate process bottlenecks.
Analyse service performance and identify opportunities for simplification and automation.
Establish continuous-improvement methodologies across customer-facing processes.
Balance customer experience improvements with cost, risk and operational considerations.
Drive initiatives that improve both customer outcomes and business efficiency.
9. Cross-Functional Leadership
Act as the central CX partner across Business, Product, Operations, Technology, Digital, Marketing, Compliance and Risk.
Establish strong relationships with senior stakeholders across the organisation.
Influence business decisions through customer insights and data-driven recommendations.
Facilitate cross-functional CX governance forums.
Drive alignment around customer priorities and improvement initiatives.
Ensure CX considerations are incorporated into new products, services, processes and technology initiatives.
10. Team Leadership
Lead, develop and motivate customer experience, service quality and related teams.
Establish clear objectives, performance standards and development plans.
Build a high-performing customer-centric culture.
Develop CX capabilities across the organisation through coaching, training and knowledge sharing.
Identify capability gaps and develop succession and talent-development plans.
Promote employee engagement and ownership of customer outcomes.
The role requires significant leadership capability, including the ability to manage large teams and multiple CX/service activities simultaneously.
11. Governance, Risk & Compliance
Ensure customer experience processes comply with applicable regulatory, risk and governance requirements.
Work with Compliance, Risk, Audit and Legal teams where required.
Ensure appropriate controls are embedded within customer-facing processes.
Support audit requirements and remediation activities related to customer service and CX.
Maintain appropriate governance around customer complaints, service standards and customer data.
Ensure customer experience initiatives are implemented within approved risk and governance frameworks.
Key Experience & Qualifications
Bachelor's degree in Business Administration, Banking, Finance, Marketing, Customer Experience, Operations or a related discipline.
MBA or relevant postgraduate qualification is preferred.
12+ years of relevant professional experience, with significant exposure to Customer Experience, Client Service, Service Quality, Operations or Transformation.
Proven experience in a senior CX leadership role within Banking, Financial Services, FinTech or another highly regulated environment.
Strong experience managing enterprise-level customer experience programmes.
Demonstrated experience with NPS, VOC, CSAT and customer feedback programmes.
Strong experience in customer journey mapping and service design.
Proven experience in complaints management and root-cause analysis.
Experience in process re-engineering, automation and digital transformation.
Strong experience managing large or multi-functional teams.
Excellent stakeholder-management and executive communication capabilities.
Technical & Functional Expertise
Strong knowledge of several of the following:
Customer Experience Management
Client Experience Strategy
Customer Journey Management
Voice of Customer (VOC)
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Customer Effort Score (CES)
Customer Journey Mapping
Service Design
Complaint Management
Root Cause Analysis
Service Quality Management
Process Re-engineering
Operational Excellence
Digital Transformation
Automation
Contact Centre Operations
IVR / Chatbot / Digital Servicing
Customer Analytics
CX Governance
KPI & Performance Management
Preferred Industry Experience
Candidates from the following environments are particularly encouraged to apply:
Banking
Retail Banking
Private Banking / Wealth Management
Corporate Banking
Financial Services
FinTech
Digital Banking
Payments
Insurance
Telecommunications
Large-scale Customer Service Operations
Customer-centric Technology Organisations
Banking or financial-services experience is strongly preferred, particularly where the candidate has managed enterprise CX, service transformation or customer-service operations.
Leadership Competencies
The successful candidate should demonstrate:
Strategic CX Leadership
Customer-Centric Mindset
Commercial Awareness
Data-Driven Decision Making
Strong Analytical Capability
Executive Stakeholder Management
Transformation Leadership
Process Improvement
Change Management
Strategic Problem Solving
Strong Communication & Presentation
People Leadership
Influencing & Negotiation
Operational Discipline
Continuous Improvement Mindset
Key Performance Indicators
Success in this role will be measured through:
Improvement in NPS / CSAT and other CX indicators.
Reduction in customer complaints and recurring pain points.
Improved complaint-resolution TAT.
Improved customer journey performance.
Increased digital adoption and self-service utilisation.
Reduction in manual processes and operational friction.
Improved service-quality scores.
Increased adherence to customer service standards.
Improved customer retention and engagement.
Successful delivery of CX transformation initiatives.
Strong employee engagement and CX culture adoption.