Customer Experience Specialist - remote

Sowelo Consulting; Dubai; Remote; AED 120,000 - 180,000; Full time

Job summary

A leading FinTech solutions provider based in Dubai seeks a Customer Experience Officer to enhance the customer journey across all business lines. This role involves strategic collaboration, monitoring success metrics, and advocating for customer needs. The ideal candidate has 3-4 years of experience in a similar role, with strong skills in Salesforce and customer analytics. Enjoy a vibrant work culture with opportunities for professional growth and flexible work arrangements.

Benefits

Innovative work culture

Opportunities for professional advancement

Flexible work arrangements

Qualifications

• 3-4 years of experience in a similar role.
• Experience with digital retail products.
• Expertise in designing customer journeys for SaaS and fintech.

Responsibilities

• Craft and manage seamless, end-to-end customer journeys.
• Collaborate across teams to ensure effective communication.
• Audit customer-facing platforms to identify and resolve issues.
• Build customer feedback loops using data-driven insights.
• Advocate for customer needs and influence strategic decisions.
• Monitor success metrics like CSAT and NPS.

Skills

Customer advocacy

Data analysis

Cross-department collaboration

UI/UX enhancement

Tools

Salesforce

Customer analytics

Job description

Are you passionate about customer journey?
If so, we have a remarkable opportunity for you! Based in the vibrant city of Dubai, but with the flexibility of a global reach, our client is a leading entity specialized in FinTech solutions and pioneering technology.

This role is all about being the go-to person for ensuring an exceptional client experience, every single day. You’ll monitor all platforms, chatbots, and onboarding processes to spot delays, address client concerns, and track who’s excelling (and who isn’t). Your mission? Keep clients happy by prioritizing the features they need most and identifying areas of improvement. Every day, you’ll report on bugs, issues, and challenges that need fixing, while working to create smooth, simple, and hassle-free interactions for clients. From pinpointing UI glitches to tackling usability problems, you’ll play a key role in enhancing the overall client journey.

The Customer Experience Officer will proactively enhance and optimize the customer journey across all business lines. Reporting directly to the Chief Strategy Officer and Chief Customer Officer, this role involves strategic coordination with compliance, legal, finance, sales, Salesforce team, customer support and other teams to consistently advocate for client needs and satisfaction

What your responsibilities will include:

• Craft and manage seamless, end-to-end customer journeys that deliver exceptional user experiences every time.
• Bring teams together! Collaborate across compliance, legal, finance, sales, and customer support to ensure everyone is aligned and communicating effectively.
• Keep things running smoothly by auditing customer-facing platforms, spotting potential issues, and resolving them before they impact the user experience.
• Build customer feedback loops and use data-driven insights to refine strategies and improve product offerings.
• Be the voice of the customer—advocate for their needs, influence strategic decisions, and help foster a culture that prioritizes client satisfaction.
• Stay on top of success metrics like CSAT and NPS, keeping a close eye on what’s working and what needs improvement.
• Work closely with IT teams to enhance UI/UX and implement features according to customers needs.

Qualifications:

• At least 3-4 years experience in a similar role
• Experience with digital retail products
• Deep expertise in designing and optimizing customer journeys for leading SaaS, digital entertainment, fintech, and high-growth platforms like Netflix, Spotify, Revolut, Robinhood, Stripe, and Salesforce.
• A proven history of championing customer advocacy, driving complex, cross-department initiatives to deliver impactful results.
• Advanced skills in Salesforce and customer analytics, turning data into actionable insights that enhance the customer experience.

Preferred Qualifications:

• Excellent analytical, organizational, and communication skills
• High attention to detail and ability to work independently

Joining us means you'll enjoy:

• A vibrant and innovative work culture encouraging creativity and teamwork.
• Vast opportunities for professional advancement and skill enhancement.
• Flexible work arrangements and the potential for international work exposure.
• Permanent contract or B2B contract

We are an equal opportunities employer and welcome applications from all qualified candidates.