Chief Customer Experience Architect

Sarwa; Remote; AED 200,000 - 300,000; Full time

Job summary

A leading financial services platform is seeking a Head of Customer Excellence. This strategic role is focused on optimizing customer experience through data-driven insights and leadership. Candidates should possess over 8 years of experience in customer experience or operations, with a background in fintech or tech startups. A deep understanding of the Middle Eastern market and exceptional communication skills are essential. Join us to influence the future of customer service in finance and work with a passionate team in a remote-first environment.

Benefits

Remote and flexible work environment

Positive work atmosphere

Mentorship and career support

Comprehensive healthcare benefits

Learning and development budget

Equity plan for all employees

Qualifications

• 8+ years in Customer Experience, Success, or Operations, with 3+ years in a leadership role.
• Familiarity with BI tools and data-driven decision-making.
• Understanding of the Middle Eastern market and regulatory landscape.
• Experience with modern CX stacks and AI in customer service.
• Exceptional verbal and written skills in English; Arabic, Hindi, or Urdu is a plus.
• Ability to adapt strategies quickly in changing environments.

Responsibilities

• Define and execute a regional CX strategy that aligns with Sarwa’s growth.
• Standardize and optimize workflows to maintain service quality.
• Advocate for users by providing actionable insights to teams.
• Establish North Star metrics for performance evaluation.
• Build and lead a high-performing team.
• Evaluate and implement modern CX tools for improved user experience.
• Manage complex issues and turn them into loyalty opportunities.

Skills

Emotional intelligence

Analytical thinking

Communication skills

Leadership

Data-driven decision making

Education

Bachelor’s degree in Business, Finance, Economics or similar

CX certification (e.g., CCXP) or an MBA

Tools

Zendesk

Intercom

Salesforce

Job description

A leading financial services platform is seeking a Head of Customer Excellence. This strategic role is focused on optimizing customer experience through data-driven insights and leadership. Candidates should possess over 8 years of experience in customer experience or operations, with a background in fintech or tech startups. A deep understanding of the Middle Eastern market and exceptional communication skills are essential. Join us to influence the future of customer service in finance and work with a passionate team in a remote-first environment.