CX & Digital Transformation Lead

Emirates Integrated Telecommunications Company; Dubai; On-site; AED 335,000 - 502,000; Full time

Job summary

Emirates Integrated Telecommunications Company seeks an experienced Training Management professional to lead enterprise training initiatives across MELE. You will collaborate with marketing and sales to elevate customer experiences, align CX with product launches, and drive NPS targets through cross-functional leadership.

The role requires deep telecom knowledge, excellent English communication, and strong coaching skills to mentor SPOCs and teams toward business objectives.

Qualifications

• Minimum Bachelor Degree in telecom engineering, business, marketing or equivalent.
• Master’s Degree preferred.

Responsibilities

• Track and enhance customer experiences across online and offline channels, devices, and touchpoints.
• Collaborate with marketing and sales teams to enhance customer services and brand awareness.
• Align customer experience strategies with marketing initiatives and inform customers about new product features.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Analyze customer feedback on product ranges and new releases, and prepare reports.
• Deliver Enterprise NPS & BHI targets through focusing on building customer relationships.
• Raise awareness of ‘du’ within the MELE segment by increasing ‘TOMA’ & ‘Consideration’.
• Coach and drive cross-functional teams and SPOCs toward target achievement.
• Resolve issues to meet overall customer objectives.
• Support risk management, compliance and internal control framework within the supported function(s).

Skills

Fluent English

PC skills

Product knowledge

Sales processes

Communication skills

Interpersonal skills

Level-based communication

Planning & organizing

Facilitation & presentation

Team player

Initiative

Administration skills

Detail oriented

Coaching & mentoring

Multitasking

Flexibility

Education

Bachelor degree or higher

Master's degree preferred

Job description

Emirates Integrated Telecommunications Company seeks an experienced Training Management professional to lead enterprise training initiatives across MELE. You will collaborate with marketing and sales to elevate customer experiences, align CX with product launches, and drive NPS targets through cross-functional leadership.

The role requires deep telecom knowledge, excellent English communication, and strong coaching skills to mentor SPOCs and teams toward business objectives.