Chief Customer Experience Officer

Intelligent Solutions HR; Dubai; On-site; USD 100,000 - 150,000; Full time

Job summary

Intelligent Solutions HR seeks a Chief Customer Experience Officer in Dubai to enhance the customer journey and brand reputation. The role involves leading cross-functional initiatives, applying AI tools, and driving measurable improvements in customer satisfaction metrics. Ideal candidates will have over 10 years of relevant experience and skills in collaboration and customer insights.

Qualifications

• 10+ years of experience in customer experience, digital operations, service design, or performance transformation.
• Proven ability to turn customer insights into business impact.
• Demonstrated experience applying AI tools in business environments.

Responsibilities

• Lead measurable improvements across the customer journey.
• Develop and oversee a customer resolution team and automated systems.
• Collaborate with departments to improve customer experience based on feedback.

Skills

Collaboration

Influence

Customer Insights

Performance Transformation

AI Tools Application

Job description

Intelligent Solutions have been mandated by a leading Insurance brokerage firm in the UAE to hire a Chief Customer Experience Officer for their team in Dubai. This is a pivotal role where the successful candidate will lead measurable improvements across the entire customer journey, strengthening the reputation of the brand and deepening customer loyalty.

The ideal candidate will use Data and AI and will work with Product, Sales, Training and Service leaders to identify and improve Customer Experience gaps. You will also lead cross-functional initiatives to resolve any underlying issues in ways that move the needle - fast and sustainably.

Key Requirements :

• Own the end-to-end strategy to reduce negative Google reviews and increase genuine positive reviews across all platforms.
• Develop and oversee a real-time customer resolution team to intervene before issues escalate publicly.
• Build automated and advisor-linked review generation systems to recognize top performers and close feedback loops.
• Conduct deep-dive analysis of bad reviews to identify patterns and propose systematic fixes.

2. Cross-Functional CX Improvement

• Use customer feedback, behavioral data, and root cause analytics to create structured action items for product heads, sales leaders, and other business owners.
• Collaborate with Learning & Development to tailor training interventions based on advisor-level gaps in communication, empathy, product knowledge, or digital tool usage.
• Partner with Tech and Product teams to implement CX-enhancing features, fixes, and workflows — and track ROI of these initiatives.
• Serve as the central orchestrator across departments to ensure every customer pain point results in a well-owned, time-bound solution.

3. Voice of Customer & Measurement

• Define, standardize, and refine how we measure customer experience — including beyond NPS and CSAT.
• Build a CX Intelligence dashboard that gives business unit leaders actionable insights at advisor, team, and product levels.
• Launch Voice of Customer programs across digital and offline channels and use these insights to shape roadmap and training priorities.
• Identify patterns in churn, service escalations, review sentiment, and product friction to drive structural change.
• Be the internal champion for our customer — ensuring their perspective is front and center in every strategic decision.
• Embed customer-centric thinking into how we hire, train, and evaluate team members.
• Collaborate with HR and department heads to embed CX KPIs and outcomes into performance reviews, especially for frontline roles.
• Lead CX rituals such as closed-loop review of complaints, monthly insights meetings, and top-performer recognitions.

5. AI-Driven Execution

• Embrace AI tools and technologies to enhance feedback analysis, automate insights, improve speed of response, and scale advisor-level diagnostics.
• Use AI-powered sentiment analysis, conversation intelligence, and predictive analytics to drive proactive CX interventions.
• Identify and implement AI solutions to help frontline teams become more efficient, empathetic, and accurate in their service delivery.
• Stay up to date with AI trends and proactively test and integrate emerging tools that can improve CX outcomes, productivity, or decision-making.
• Foster a culture of continuous AI learning and experimentation across the CX function.

6. Execution & Accountability

• Ensure that CX-related projects have clear owners, timelines, and follow-through across departments.
• Develop forcing functions that drive daily and weekly focus on customer outcomes.
• Regularly present insights and action plans to the CEO and leadership team, with a bias toward progress, not perfection.

Key Success Metrics :

• Increase in Google review rating and decrease in negative reviews across all locations and business lines.
• Uplift in Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) quarter on quarter.
• Improvement in first contact resolution and reduction in average resolution time.
• Higher advisor-level performance transparency and personalized training impact through data.
• Increase in conversion rates due to better CX at quote, sales, and post-sale touchpoints.
• Improved customer retention and repeat purchase behavior year over year.
• Growth in organic leads attributed to word-of-mouth referrals and online advocacy.
• Direct correlation between CX improvements and top-line revenue growth over time.

What You Bring :

• 10+ years of experience in customer experience, digital operations, service design, or performance transformation.
• Proven ability to turn customer insights into cross-functional action and business impact.
• Demonstrated experience in applying AI tools in real-world business environments to improve efficiency and insight generation.
• Passion for AI and technology with a strong willingness to continuously learn, experiment, and stay ahead of the curve.
• Strong collaboration and influence skills with both frontline managers and senior executives.
• Comfortable working in a high-performance, metrics-driven environment where speed and quality both matter.

Seniority level

Seniority level

Executive

Employment type

Employment type

Full-time

Job function

Job function

Other

Insurance

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