CX Strategy Lead

Brainlake Advertising LLC; Abu Dhabi; On-site; AED 300,000 - 420,000; Full time

Job summary

A leading advertising firm in Abu Dhabi is seeking a CX Strategy Lead to implement a Customer Experience strategy for a high-impact client. The role involves establishing governance structures, designing customer journey frameworks, and integrating customer-centric practices across the organization. Ideal candidates will have 8-15 years of experience in CX strategy and success in large-scale projects, particularly in real estate or economic development sectors.

Qualifications

• 8–15 years of experience in CX strategy, transformation, or consulting.
• Demonstrated success in leading large-scale CX implementation projects.
• Expertise in Voice of Customer frameworks, journey mapping, and CX measurement.

Responsibilities

• Translate strategic CX direction into actionable roadmaps and frameworks.
• Design and implement VoC systems to gather and analyze customer feedback.
• Define and embed the CX mandate within internal teams and processes.
• Establish governance structures for accountability in CX delivery.
• Create detailed customer personas and design end-to-end journeys.
• Develop and track measurable CX indicators to evaluate performance.
• Align executive teams around the CX vision and roadmap.
• Integrate CX into daily operations and service delivery mechanisms.

Skills

CX strategy

Voice of Customer (VoC) frameworks

Journey mapping

Stakeholder engagement

CX metrics and KPIs

Job description

We are seeking a CX Strategy Lead to lead the rollout and implementation of a Customer Experience strategy for a high-impact client in the industrial real estate and economic zone development sector. This role focuses on activating a CX mandate, establishing governance, designing VoC frameworks, and embedding customer-centric practices across the organization. You will guide the organization through persona mapping, journey design, metric definition, and long-term CX operationalization.

What You’ll Do

• CX Strategy Implementation : Translate strategic CX direction into actionable roadmaps and frameworks.
• Voice of Customer (VoC) : Design and implement VoC systems to gather, analyze, and act on customer feedback.
• CX Mandate Activation : Define and embed the CX mandate within internal teams, processes, and culture.
• Governance Model Rollout : Establish structures for accountability, ownership, and decision-making in CX delivery.
• Persona & Journey Mapping : Create detailed customer personas and design end-to-end journeys across key touchpoints.
• CX Metrics & KPIs : Develop and track measurable CX indicators (NPS, CSAT, CES, etc.) to evaluate performance.
• Stakeholder Engagement : Align executive and operational teams around the CX vision and roadmap.
• CX Operationalization : Integrate CX into daily operations, employee KPIs, and service delivery mechanisms.

Requirements

• 8–15 years of experience in CX strategy, transformation, or consulting.
• Demonstrated success in leading large-scale CX implementation projects.
• Expertise in Voice of Customer frameworks, journey mapping, and CX measurement.
• Experience in real estate, urban planning, housing, or economic zone / city development sectors.
• Excellent facilitation and communication skills with executive stakeholders.
• A strategic thinker with a hands-on approach to execution.
• A passion for embedding customer-centric thinking across complex organizations.