Digital Care Director — Strategy & CX Leadership

DU; Dubai; On-site; AED 350,000 - 500,000; Full time

Job summary

DU UAE is seeking a senior leader to drive the Digital Care strategy and oversee omni-channel customer service and self-care platforms. You will align initiatives with the organization, develop new channels, and collaborate across departments to set effective SLAs and improve service delivery.

You will lead KPI setting for productivity, quality and customer satisfaction, implement new digital technologies, and manage budgets and training to maximize performance and engagement.

Qualifications

• Bachelor or Master’s degree in Business Management or equivalent experience with customer experience focus.
• Minimum 10 years of management responsibility in telecoms or BPO/customer experience.
• Experience in omni-channel service delivery and digital/self-care platforms.

Responsibilities

• Develop the strategy for Digital Care aligned to the organization.
• Create customer access channels and ensure technology-based service delivery.
• Establish relationships across departments with SLA governance.
• Drive development and implementation of best digital practices and KPIs.
• Review reports from marketing analyses to improve service quality via apps.
• Ensure productivity, quality metrics and overall performance targets.
• Provide regular management reports on digital care operations.
• Define metrics for NPS and Voice of the Customer programs.

Skills

Performance orientation

Analytical skills

Communication skills

Creative problem-solving

Fluent English

Arabic language a plus

Education

Bachelor or Master’s in Business Management

Job description

DU UAE is seeking a senior leader to drive the Digital Care strategy and oversee omni-channel customer service and self-care platforms. You will align initiatives with the organization, develop new channels, and collaborate across departments to set effective SLAs and improve service delivery.

You will lead KPI setting for productivity, quality and customer satisfaction, implement new digital technologies, and manage budgets and training to maximize performance and engagement.