CX Transformation Lead: Drive Customer-Centric Change

Commercial Bank of Dubai; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Commercial Bank of Dubai seeks an experienced CX Transformation leader to drive enterprise-wide customer experience programs, mapping journeys, and delivering measurable business impact. You will coordinate cross-functional teams, align initiatives with corporate objectives, and champion a data-driven, customer-centric culture across the organization.

The role requires strong stakeholder engagement, program management acumen, and hands-on experience in transformation delivery, with a focus on

Qualifications

• Bachelors degree in Business Administration, Customer Experience, Marketing, Management, or a related field.
• Masters degree or professional certifications are advantageous.
• PMP, PRINCE2, Agile, Lean Six Sigma, Prosci Change Management, CCXP, or equivalent.
• 3+ years of relevant experience in Customer Experience, Business Transformation, Strategy, Consulting, Process Excellence, or Program Management.
• Proven experience leading cross-functional transformation initiatives.
• Experience engaging with senior stakeholders and executive leadership.

Responsibilities

• Lead design, planning, and execution of enterprise-wide CX transformation programs.
• Ensure alignment of transformation activities with organizational objectives.
• Lead customer journey mapping and service redesign initiatives across key touchpoints.
• Identify and prioritize customer pain points through analytics and voice-of-customer insights.
• Drive initiatives that improve customer satisfaction, loyalty, and retention.
• Manage a portfolio of CX initiatives, ensuring delivery within scope, budget, and timelines.
• Monitor realization of business benefits and customer outcomes.
• Act as a trusted advisor to business leaders on customer experience improvements.
• Facilitate alignment among business units and functional teams.
• Present recommendations, business cases, and transformation progress to leadership.
• Define and monitor CX KPIs, customer satisfaction metrics, and transformation scorecards.
• Utilize customer and operational insights to drive data-led decision making.
• Produce executive-level reports and performance reviews.
• Drive customer-centric culture and adoption of CX best practices.
• Lead workshops, training sessions, and awareness programs.
• Coach business stakeholders on customer journey management and service excellence.
• Support and coach CX Transformation Officers and project resources.
• Foster a high-performance environment focused on collaboration and innovation.

Skills

CX transformation

Stakeholder engagement

Program management

Cross-functional collaboration

Change management

Education

Bachelor's degree in Business Administration or related field

Master's degree or professional certifications (advantageous)

PMP / PRINCE2 / Agile / Lean Six Sigma / CCXP

Job description

Commercial Bank of Dubai seeks an experienced CX Transformation leader to drive enterprise-wide customer experience programs, mapping journeys, and delivering measurable business impact. You will coordinate cross-functional teams, align initiatives with corporate objectives, and champion a data-driven, customer-centric culture across the organization.

The role requires strong stakeholder engagement, program management acumen, and hands-on experience in transformation delivery, with a focus on