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CX Director : Government Services : (UAE National Role)

Abu Dhabi Permanent View Job Description
As the CX Director, you will be responsible for the overall customer experience strategy and execution across the service portfolio. You will lead a team dedicated to understanding customer needs, identifying opportunities for improvement, and implementing innovative solutions to enhance the service experience. This role requires a strategic thinker with a proven track record of delivering exceptional customer experiences and driving measurable results.
  • New and exciting role with an evolving sector for the government
  • Must have extensive experience delivering and developing world class services

About Our Client

Forward thinking organisation, who are providing a range of vital services to various government entities in Abu Dhabi. They are looking to increase the quality and efficiency of the services; and are seeking an executive leader to lead the evolution.

Job Description

  • Develop and implement the overall CX strategy for and align with the organisation's vision and strategic objectives.
  • Lead and manage a team of CX professionals, fostering a culture of customer centricity and high performance.
  • Oversee the design and delivery of customer-centric services, ensuring seamless and positive interactions across all touchpoints.
  • Continuously monitor and analyse customer feedback, identifying pain points and areas for improvement in service delivery.
  • Proactively seek opportunities to optimise and enhance existing services, leveraging best practices and innovative technologies.
  • Serve as the key escalation point for complex customer issues and executive stakeholder management.
  • Collaborate with internal stakeholders across different departments to ensure alignment and seamless execution of CX initiatives.
  • Develop and manage the CX budget, ensuring efficient allocation of resources.
  • Report regularly to senior management on CX performance, providing insights and recommendations for strategic decision-making.
  • Stay abreast of industry trends and best practices in CX, ensuring that the organisation remain at the forefront of customer service excellence.

The Successful Applicant

  • Bachelor's degree in Business Administration, or a related field. A Master's degree is preferred.
  • Extensive experience (10+ years) in leading customer experience initiatives, preferably within a large organisation. Experience in any sector or field is welcomed, with a demonstrable ability to transfer skills.
  • Proven track record of delivering significant improvements in CX, including measurable results in customer satisfaction, service efficiency, and cost optimisation.
  • Strong leadership and team management skills, with the ability to motivate and inspire teams to achieve exceptional results.
  • Excellent communication, interpersonal, and stakeholder management skills, with the ability to build strong relationships with internal and external partners.
  • Ability to analyse data, identify trends, and develop data-driven solutions to improve CX.
  • Strong problem-solving and decision-making skills, with the ability to handle complex issues and escalations effectively.
  • Experience working with government entities is a plus but not essential.
  • Fluency in Arabic and English is essential.

What's on Offer

  • Competitive salary
  • Opportunity to play a key role in a governmental sector, which will positively impact the careers and lives of many professionals.
Contact
Ian Pollington
Quote job ref
JN-022025-6656064

Job summary

Sector
Human Resources
Subsector
Shared Services
Industry
Public Sector
Location
Abu Dhabi
Contract type
Permanent
Consultant name
Ian Pollington
Job reference
JN-022025-6656064