Director of Business Excellence

Client of NicheHR Global; Dubai; On-site; AED 600,000 - 1,200,000; Full time

Job summary

Client of NicheHR Global in Dubai seeks a Director of Business Excellence who will lead the four pillars of Customer Experience, Technology & Data Integration, Design Excellence and Business Performance to translate strategy into action.

The role spans the organization, connecting strategy to measurable improvements, establishing standards, governance, and accountability to deliver a consistent brand promise.

Responsibilities

• Translate business and brand strategy into measurable organizational standards, priorities and improvement agendas.
• Lead and align the four Business Excellence pillars: Customer Experience, Technology & Data Integration, Design Excellence and Business Performance.
• Provide leadership with objective end-to-end visibility of business performance and customer experience.
• Establish governance structures and operating rhythms for continuous improvement and strategic transformation initiatives.

Job description

Director of Business Excellence Position

Director of Business Excellence Reports to CEO Location Dubai UAE Function Business Excellence Function Scope The Director of Business Excellence will lead and integrate four key pillars Customer Experience Technology amp Data Integration Design Excellence and Business Performance

Position Purpose Translate the organization s brand and business strategy into organizational reality by creating the standards visibility systems and cross-functional improvement mechanisms required to consistently deliver the intended customer and brand promise

The role will operate horizontally across the organization connecting strategy customer experience data technology design and business performance to identify gaps and drive sustainable improvements

Six Goals of Business Excellence

• 1 Translate Brand Strategy into Organizational Standards Convert the brand promise into clear measurable expectations across customer experience design digital touchpoints and ways of working Establish standards that enable consistent execution across functions and customer touchpoints Ensure organizational practices remain aligned with the overall strategic direction


• 2 Create One Source of Truth for Business Performance Provide leadership with objective end-to-end visibility of business performance customer outcomes and organizational gaps Establish relevant performance metrics dashboards and reporting mechanisms Enable fact-based decision-making rather than decisions based solely on individual departmental perspectives


• 3 Protect the End-to-End Customer Experience Ensure customers experience one coherent brand across Commercial Design Manufacturing Fulfillment and After-sales Identify friction points and disconnects across the customer journey Drive cross-functional initiatives to improve customer experience and consistency


• 4 Drive Consistency in Design and Experience Protect and embed the organization s design principles and physical expression of the brand Ensure consistency across products showrooms customer-facing environments and relevant brand touchpoints Establish appropriate standards and governance to maintain design excellence as the organization scales


• 5 Use Technology and Data to Enable the Strategy Leverage technology data and digital integration to improve visibility automation scalability and decision-making Prioritize technology and data initiatives based on enterprise value and strategic impact Ensure technology capabilities support the intended customer and operational experience


• 6 Continuously Close the Gap Between Strategy and Reality Identify where actual business performance customer experience or organizational execution deviates from strategic intent Diagnose root causes rather than addressing symptoms Work with accountable functions to develop and implement sustainable improvement initiatives Track progress and ensure improvements translate into measurable business outcomes

Core Accountabilities

Translate business and brand strategy into measurable organizational standards priorities and improvement agendas Lead and align the four Business Excellence pillars Customer Experience Technology amp Data Integration Design Excellence and Business Performance Provide leadership with objective end-to-end visibility of business performance and customer experience Establish performance frameworks KPIs dashboards and management reporting to improve organizational visibility Identify cross-functional gaps dependencies and inefficiencies and ensure root causes are addressed by the accountable operating functions Establish governance structures and operating rhythms for continuous improvement and strategic transformation initiatives Lead enterprise-wide improvement programs that require collaboration across multiple functions Prioritize technology data customer experience and improvement initiatives according to enterprise value rather than siloed departmental requirements Establish standards and frameworks that enable consistent execution across the organization Partner closely with the CEO COO and functional leadership to translate strategic priorities into measurable execution Ensure Business Excellence operates horizontally across the organization without taking over the accountability of functional leaders Build a culture of data-driven decision-making continuous improvement accountability and operational excellence

Success Measures

Success in the role will be demonstrated when Leadership has clear and objective visibility of where the organization is succeeding or falling short against its strategy Customers experience one coherent and consistent brand across all major touchpoints Cross-functional issues are identified early and resolved structurally rather than through repeated firefighting Technology and data meaningfully improve business visibility integration decision-making and scalability Organizational standards and ways of working consistently reflect the intended brand and business strategy Strategic initiatives translate effectively into measurable business outcomes The gap between strategic ambition and day-to-day execution continuously narrows NA