Global CX Leader: Telecom Experience & Growth

Confidential Global; Dubai; On-site; AED 800,000 - 1,200,000; Full time

Benefits offered by this job

None

Job summary

Confidential Global in Dubai seeks a seasoned Global Head of Customer Experience to shape and own the CX strategy across an international telecommunications portfolio, setting the standard for customer journeys from discovery to renewal.

You will lead with country leaders, Commercial, Product, Technology, Digital and Operations to align priorities, drive improvements, standardize measurements, and address local market needs.

Qualifications

• 15+ years of senior leadership in customer experience or transformation.
• Direct MNO or MVNO experience is essential.
• Proven delivery of CX improvements across multiple countries.
• Strong understanding of mobile customer journeys: activation, porting, recharge, billing, roaming and support.
• Translates customer research and data into actionable business changes.
• Cross-functional leadership to influence country heads and tech stakeholders.

Responsibilities

• Define global CX strategy, roadmap and operating framework.
• Establish standards across markets, channels and partners.
• Prioritize improvements by customer impact and feasibility.
• Lead market reviews with clear accountability for actions.
• Map and improve journeys across prepaid, postpaid, SIM and eSIM.
• Address friction in purchase, activation, onboarding and billing.
• Establish VOC programme and measurement (NPS, CSAT, CES).
• Improve resolution quality, reduce escalations and complaints.
• Drive self-service adoption while ensuring access to human support.
• Collaborate with Product/Tech to fix root causes.
• Link CX gains to retention and CLV.
• Lead CX function and manage budgets and vendors.

Skills

Strategic leadership

CX strategy

Cross-functional leadership

Stakeholder management

VOC & insight

Education

Bachelor's in Business/Technology

Tools

CRM platforms

Analytics tools

Job description

Confidential Global in Dubai seeks a seasoned Global Head of Customer Experience to shape and own the CX strategy across an international telecommunications portfolio, setting the standard for customer journeys from discovery to renewal.

You will lead with country leaders, Commercial, Product, Technology, Digital and Operations to align priorities, drive improvements, standardize measurements, and address local market needs.