CX Systems Lead: Scale Operations & Root-Cause Excellence

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 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.