Head - Customer Experience

Aldar Academies; Abu Dhabi; On-site; AED 200,000 - 300,000; Full time

Job summary

Aldar Academies is seeking a Head of Customer Experience to lead the design and governance of the CX strategy across all stages of the parent journey. The ideal candidate will have extensive experience in customer strategy roles, a strong background in service excellence, and the ability to influence without authority. This role offers an attractive remuneration package, including medical insurance and education benefits, within a dynamic and inclusive work environment.

Benefits

Medical & life insurance

Flights

Education benefits

Qualifications

• 8+ years in CX, service excellence, or customer strategy roles.
• Experience in K-12 or premium service environments preferred.
• Strong project and change management capabilities.

Responsibilities

• Design and govern the CX strategy across all stages of the parent journey.
• Map customer journeys and identify experience gaps.
• Build and roll out CX training frameworks for staff.

Skills

CX strategy expertise

Analytical skills

Leadership

Change management

Communication

Education

Bachelor's degree in business, Marketing, or Education Management

Master's or CX certification (e.g. CCXP)

Tools

CRM platforms

Survey tools

Dashboards

Journey tools

Job description

• Bachelor s degree in business, Marketing, Education Management, or related field
• Master s or CX certification (e.g. CCXP) preferred
• 8+ years in CX, service excellence, or customer strategy roles
• Experience in K 12 or premium service environments strongly preferred
• Proven leadership of cross-functional projects and small teams

Job Specific Knowledge & Skills

• Strong CX strategy and service design expertise (journeys, playbooks, SOPs)
• Advanced analytical skills (NPS, CSAT, feedback, insights)
• Experience with CX tech (CRM, survey platforms, dashboards, journey tools)
• Digital-first mindset; comfortable with AI tools and automation in CX
• Knowledge of school operations and parent/student experience lifecycle
• Excellent communicator (fluent in English is mandatory, Arabic is preferred); able to influence without authority
• Strong project and change management capabilities
• High emotional intelligence and customer-centric mindset
• Continuous improvement orientation; externally aware of CX trends

What we offer

Aldar Education offers an attractive remuneration package including medical & life insurance, flights, and education benefits. Our employees have access to a wide network of professionals and opportunities to lead and contribute to training others as well as developing themselves.

Aldar Education is keen to hear from like-minded, forward-thinking leaders who would welcome the challenges and opportunities that we have to offer.

This job description is not all-inclusive. Aldar Education reserves the right to amend this job description at any time. We are an equal opportunity employer, committed to a diverse and inclusive work environment. We are also mindful of our national development strategy and encourage UAE Nationals to join our company.

Aldar Education is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Offers of appointment are subject to satisfactory references and police clearance.

Main Duties

• Design and govern the CX strategy, frameworks, and service architecture across all stages of the parent journey (from inquiry to re-enrolment) CX Strategist & Architect
• Map end-to-end customer journeys, identify experience gaps, and define standards for each stage
• Develop and maintain the CX Playbook, SOPs, SLAs, and escalation protocols for schools and HQ functions
• Set and monitor experience KPIs (NPS, CSAT, referral, retention), and establish a closed-loop feedback model to drive improvements
• Build and roll out CX training frameworks for FOH staff, PREs, and school leadership in coordination with CX Academy or Aldar Training Academy
• Partner with Digital to identify and implement customer-facing tools (CRM, AI, automation, WhatsApp, ticketing)
• Ensure alignment across CX, Marketing, Admissions, Enrolments, and School Ops to deliver a consistent experience
• Track complaints and escalations, lead root cause analysis, and define protocols for systemic issue resolution
• Stay current on K 12 and sector-wide CX trends, translating them into actionable improvements
• Serve as Aldar Education s internal CX advisor, building cross-functional buy-in and coaching leaders on CX excellence

Specific Duties

• Lead the rollout and evolution of Aldar Education s new CX operating model, including governance, structure, and accountability
• Drive the redesign of key customer journeys (e.g. onboarding, re-enrolment, complaints) based on feedback from parents, PREs, and school leaders
• Support and oversee experience pilots (e.g. loyalty model, concierge PRE model, call centerless )
• Coordinate the integration of CX tools with the Digital team
• Oversee parent/student insight programs and voice-of-customer initiatives to inform service improvement
• Manage delivery and compliance of CX governance policies, escalation guidelines, and service standards
• Contribute to performance reporting for senior leadership and organize forums to co-create CX solutions with key stakeholders)

Company Industry

• Education
• Training
• Teaching

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• Head - Customer Experience

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• Abu Dhabi , Al Ain - United Arab Emirates (UAE)