Customer Experience (CX) Lead

Aventus; Ras Al Khaimah; On-site; AED 420,000 - 720,000; Full time

Job summary

Aventus in Ras Al Khaimah is seeking an experienced Customer Experience (CX) Lead for a 6-month contract with potential for permanent employment. You will drive digital and offline CX transformation initiatives.

The role focuses on customer journey design, service excellence, and EX/CX strategy, working across business, technology, product, design, and operations to raise performance and customer satisfaction.

Qualifications

• Bachelor's degree required in business administration, CX, marketing, digital transformation, or related field.
• 8+ years of experience in Customer Experience, Service Excellence, Customer Journey Management, Digital Experience, or Customer Transformation roles.
• Proven experience developing and implementing CX and EX strategies, roadmaps, and operating models.
• Strong experience in customer journey mapping, service design, customer research, and digital experience optimization.
• Demonstrated experience leading customer-centric transformation initiatives and service improvement programs.
• Strong stakeholder management skills with the ability to collaborate across business, technology, product, design, and operational teams.
• Excellent analytical, communication, facilitation, and presentation skills.
• Experience within government, semi-government, banking, hospitality, aviation, telecommunications, retail, or other customer-focused service organizations is highly preferred.

Responsibilities

• Drive both digital and offline customer experience transformation initiatives.
• Support reengineering of a major digital service portal and enhance customer and employee experiences across the organization.
• Lead customer journey design, service excellence, CX strategy, and performance measurement initiatives.
• Coordinate cross-functional transformation programs across business, technology, product, design, and operations.

Skills

CX Strategy

Customer Experience

Journey Mapping

Service Design

Stakeholder Management

Analytical Skills

Communication & Presentation

Cross-functional Collaboration

Education

Bachelor's degree in business administration, Customer Experience, Marketing, Digital Transformation, or related field

Job description

Customer Experience (CX) Lead

Ras Al Khaimah, United Arab Emirates

6-Month Contract (Potential for Permanent Employment)

We are seeking an experienced Customer Experience (CX) Lead to join a leading semi-government entity in the United Arab Emirates. The ideal candidate will be responsible for driving both digital and offline customer experience transformation initiatives, with a key focus on supporting the reengineering of a major digital service portal and enhancing customer and employee experiences across the organization.

This role requires a highly strategic and hands-on CX professional with proven expertise in customer journey design, service excellence, customer experience strategy, performance measurement, and cross-functional transformation programs.

Requirements

• Bachelor's degree in business administration, Customer Experience, Marketing, Digital Transformation, or a related field.
• 8+ years of experience in Customer Experience, Service Excellence, Customer Journey Management, Digital Experience, or Customer Transformation roles.
• Proven experience developing and implementing CX and EX strategies, roadmaps, and operating models.
• Strong experience in customer journey mapping, service design, customer research, and digital experience optimization.
• Demonstrated experience leading customer‑centric transformation initiatives and service improvement programs.
• Strong stakeholder management skills with the ability to collaborate effectively across business, technology, product, design, and operational teams.
• Excellent analytical, communication, facilitation, and presentation skills.
• Experience within government, semi‑government, banking, hospitality, aviation, telecommunications, retail, or other customer‑focused service organizations is highly preferred.