Customer Experience Lead

DropXcell; Dubai; On-site; AED 300,000 - 480,000; Full time

Job summary

Finanshels in the United Arab Emirates seeks a Customer Experience Lead to own the end-to-end CX Operating System, turning customer issues into permanent improvements and scalable processes.

The ideal candidate is a systems thinker who uses RCA, 5 Whys, and process redesign to reduce escalations, improve satisfaction, and align with Operations, Product, and Technology.

You will design SOPs, scripts, dashboards, and QA standards for call center and pre-sales, driving NPS and online reviews.

Qualifications

• Bachelor's degree in Business Administration, Operations, Customer Experience, or a related discipline.
• 5+ years in Customer Experience, Customer Success, Operations, QA, or Process Improvement.
• Experience building scalable CX systems and reducing recurring issues.
• Proven ability to lead cross-functional initiatives.
• Experience leading customer support or call center operations is preferred.

Responsibilities

• Own the complete lifecycle of customer escalations and ensure timely resolution.
• Monitor feedback, NPS, QA reports, and interactions to identify service gaps.
• Design and maintain SOPs, scripts, and workflow documentation.
• Partner with Operations, Product, and Technology to implement system enhancements.
• Develop performance dashboards and monitor CX metrics.

Skills

Root Cause Analysis

Process Improvement

SOP Design

Quality Assurance

Customer Experience

Education

Bachelor's degree in Business Administration, Operations, Customer Experience, or related field

Job description

Finanshels is a Finance-as-a-Service company serving over 7,000 SMEs across the UAE. As we continue to scale, we're looking for a Customer Experience Manager who can transform customer issues into long-term operational improvements.

This is not a traditional customer support role. We are looking for someone who has built scalable CX systems, eliminated recurring customer issues through root cause analysis, and established high-performing customer experience processes.

Role Overview

The Customer Experience Lead will own the end-to-end Customer Experience Operating System—from identifying customer issues to implementing permanent process improvements.

The ideal candidate is a systems thinker who combines analytical problem-solving with operational excellence. You'll work cross-functionally to improve customer satisfaction, reduce escalations, and build scalable processes that enhance every stage of the customer journey.

Key Responsibilities

Customer Experience Management

• Own the complete lifecycle of customer escalations and ensure timely resolution.
• Monitor customer feedback, NPS, reviews, QA reports, and customer interactions to identify service gaps.
• Deliver exceptional customer experiences while maintaining operational efficiency.

Root Cause Analysis & Process Improvement

• Conduct structured Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone Analysis, or similar frameworks.
• Identify recurring customer issues and convert findings into permanent operational improvements.
• Eliminate repeat issues through process redesign and continuous improvement initiatives.

SOP & Systems Development

• Design and maintain Standard Operating Procedures (SOPs), customer communication scripts, and workflow documentation.
• Partner with Operations, Product, and Technology teams to implement system enhancements.
• Translate operational learnings into scalable business processes.

Quality Assurance & Performance Management

• Establish quality standards for Call Center and Pre-Sales teams.
• Conduct regular QA reviews and coaching sessions.
• Develop performance dashboards and monitor key customer experience metrics.

Customer Experience Strategy

• Lead initiatives to improve customer satisfaction and Net Promoter Score (NPS).
• Drive customer feedback programs and convert satisfied customers into positive online reviews.
• Identify opportunities to enhance customer journeys through automation and process optimization.

Qualifications

• Bachelor's degree in Business Administration, Operations, Customer Experience, or a related discipline.
• 5+ years of experience in Customer Experience, Customer Success, Operations, Quality Assurance, or Process Improvement.
• Demonstrated experience managing high-volume customer operations.
• Proven success in implementing process improvements that reduced recurring customer issues.
• Experience leading customer support or call center operations is highly preferred.