Digital Care Leader: CX Strategy & Omni-Channel

Emirates Integrated Telecommunications Company; Dubai; On-site; AED 350,000 - 650,000; Full time

Job summary

Emirates Integrated Telecommunications Company seeks a senior executive to lead Digital Care across the organisation, shaping long-term strategy and multi-channel service delivery in Dubai. You will drive KPI alignment, implement self-care platforms, and collaborate with marketing, IT and operations to improve customer experience.

The role requires extensive telecom / BPO leadership experience, strong analytical and communication skills, and fluency in English (Arabic a plus).

Qualifications

• Bachelor or master’s degree in business management or distinguished experience with CX training.
• Additional training in customer experience/CRM encouraged.

Responsibilities

• Develop the strategy for Digital Care aligned to the overall organisation strategy.
• Develop and create customer access channels ensuring leading-edge digital service delivery by using technology-based infrastructure.
• Establish relationships with other departments and develop SLAs to ensure efficient resolution of customer requests or complaints.
• Drive the development and implementation of best digital practices in Contact Centre operations and ensure KPIs are set and achieved.
• Review reports on customer behaviour to identify improvements to service quality via mobile apps and self-care platforms; input into improvement roadmap.
• Implement and measure target productivity, quality indicators, and overall performance against objectives.
• Provide daily, weekly, and monthly reports to management related to digital care and self-care performance.
• Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs.
• Overall management of day-to-day operations of digital care ensuring department meets expectations.
• Implement and deploy new technologies, service delivery channels and self-care channels to maximise operational efficiencies.
• Drive development of resource plan and recruitment plan for short- and long-term needs.
• Ensure availability of training for digital care staff to stay updated on digital multi-brand products and services.
• Lead employee engagement and recognition initiatives to drive performance.
• Manage and develop staff to ensure high level of operation at all times.
• Ensure the department budget is planned, monitored, and controlled.

Skills

Performance orientation

Analytical skills

Communication skills

Creative problem-solving

Fluent English

Education

Bachelor/Master in business management

Job description

Emirates Integrated Telecommunications Company seeks a senior executive to lead Digital Care across the organisation, shaping long-term strategy and multi-channel service delivery in Dubai. You will drive KPI alignment, implement self-care platforms, and collaborate with marketing, IT and operations to improve customer experience.

The role requires extensive telecom / BPO leadership experience, strong analytical and communication skills, and fluency in English (Arabic a plus).