Dubai CX & FinTech Leader — Scale & Impact

Comfi Payments; Dubai; On-site; AED 300,000 - 540,000; Full time

Benefits offered by this job

Visa sponsorship

Medical insurance

Job summary

Comfi Payments is seeking a Head of Customer Experience to own the customer journey from onboarding to ongoing support. This hands-on leadership role combines customer empathy with operations, data, and process thinking to scale the experience as the company grows.

You will lead the CX team, collaborate with Sales, Risk, Product, Finance and Collections to accelerate onboarding and improve customer satisfaction. Strong English communication and UAE/MENA market exposure are essential.

Qualifications

• 5+ years of experience in Customer Experience or similar function, with team leadership in fintech, lending, payments, banking, or B2B financial services.
• Experience building or scaling CX processes in a start-up or fast-growing company.
• Customer-oriented, structured and commercially minded.
• Experience with CRM, ticketing, workflow automation, and customer support tools.
• Strong analytical and problem-solving skills; comfortable with KPIs and operational data.
• Ability to identify inefficiencies and turn messy processes into scalable workflows.
• Able to drive projects across multiple teams without waiting for perfect instructions.
• Proactive, hands-on, and comfortable in a rapidly changing environment.
• Experience working in the UAE or wider MENA market.
• Excellent written and verbal English communication skills.

Responsibilities

• Own the end-to-end customer journey from onboarding to active usage and ongoing support.
• Lead and develop the CX team with clear responsibilities, KPIs, service standards, and performance expectations.
• Improve onboarding and activation by identifying bottlenecks.
• Build scalable CX processes to support rapid growth while maintaining service quality.
• Own customer support quality and SLAs, ensuring fast, clear, and professional handling of issues.
• Track CX performance through data on response times, onboarding conversion, retention, and satisfaction.
• Work with Product and Tech to fix root causes of recurring issues.
• Coordinate with Sales, Risk, Finance, Product, and Collections for smooth handovers.
• Create feedback loops and implement improvements; introduce automation and AI where beneficial.
• Support new products and markets with scalable CX processes.

Skills

CRM

Ticketing systems

Workflow automation

Customer support tools

Analytical skills

KPIs

Tools

CRM software

Data analytics tools

Job description

Comfi Payments is seeking a Head of Customer Experience to own the customer journey from onboarding to ongoing support. This hands-on leadership role combines customer empathy with operations, data, and process thinking to scale the experience as the company grows.

You will lead the CX team, collaborate with Sales, Risk, Product, Finance and Collections to accelerate onboarding and improve customer satisfaction. Strong English communication and UAE/MENA market exposure are essential.