Customer Experience Strategy Lead

Big Fish Consult; Abu Dhabi Emirate; On-site; AED 350,000 - 520,000; Full time

Job summary

Big Fish Consult is seeking an experienced Customer Experience Assistant Director to lead enterprise-wide CX initiatives across real estate, hospitality, destination management, and more. You will translate insights into actionable strategies, shape service excellence frameworks, and collaborate with senior stakeholders to create seamless journeys.

You will drive customer research, VoC programmes, and journey design, partnering with product and business teams to improve customer experiences and

Qualifications

• Bachelor's or Master's degree in Business, Marketing, Customer Experience, or a related field.
• CCXP (Certified Customer Experience Professional) or equivalent certification is preferred.

Responsibilities

• Develop and execute enterprise-wide customer experience strategies aligned with overall business objectives.
• Establish and maintain customer segmentation models to better understand customer needs and expectations.
• Foster strong collaboration across business functions including Digital Transformation, Marketing, Customer Care, and Operations.
• Lead customer research initiatives, market analysis, benchmarking activities, and feedback programmes.
• Generate actionable insights that support product development, service enhancements, and digital transformation initiatives.
• Oversee Voice of Customer (VoC) programmes and customer satisfaction measurement frameworks.
• Assess and communicate customer performance trends, opportunities, and improvement areas to business leaders.
• Partner with product and business teams to design and enhance customer journeys across multiple touchpoints.
• Identify customer needs, pain points, and moments that matter through journey mapping and service design methodologies.
• Support concept development, customer testing, and validation of new products and services.
• Provide project management and governance support for customer experience improvement initiatives.

Skills

Leadership

Stakeholder engagement

Strategic thinking

Analytical skills

Communication

Relationship management

Education

Bachelor's or Master's degree in Business, Marketing, Customer Experience, or a related field

Job description

Big Fish Consult is seeking an experienced Customer Experience Assistant Director to lead enterprise-wide CX initiatives across real estate, hospitality, destination management, and more. You will translate insights into actionable strategies, shape service excellence frameworks, and collaborate with senior stakeholders to create seamless journeys.

You will drive customer research, VoC programmes, and journey design, partnering with product and business teams to improve customer experiences and