Head - Customer Experience

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

Job summary

A leading education provider in Abu Dhabi is seeking a Head - Customer Experience to lead the development and implementation of customer experience strategies across all schools. This role focuses on enhancing the parent and student journey, ensuring a seamless experience from inquiry to re-enrolment. Candidates should have over 8 years of experience in CX roles and a background in K–12 education is preferred. An attractive remuneration package is offered, including health benefits and training opportunities.

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 strongly preferred.
• Proven leadership of cross-functional projects and small teams.

Responsibilities

• Lead the development and implementation of CX strategy across all schools.
• Map end-to-end customer journeys and identify experience gaps.
• Build and roll out CX training frameworks for staff.

Skills

Strong CX strategy and service design expertise

Advanced analytical skills

Experience with CX tech

Excellent communicator

High emotional intelligence

Education

Bachelor’s degree in business, Marketing, Education Management, or related field

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

Job description

Job Description

Aldar Education is currently seeking an outstanding Head - Customer Experience.

As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community, from nursery through to adult education. We offer the broadest choice of curricula. In the largest number of locations in Abu Dhabi.

Starting with one school and 250 students in 2007, Aldar Education has grown into a highly sought after education provider, now supporting over 38,000 students in 31 schools and a growing network of almost 5000 educators, with over 100 nationalities, offering a wide range of curricula and ancillary services such as a Teacher Training Academy.

Working collaboratively, our education network’s purpose is to empower the next generation to shape our future, directly supporting the educational goals of Abu Dhabi’s government. Today, Aldar Education’s efforts are guided by the Abu Dhabi Economic Vision 2030 plan, which aims to build a sustainable knowledge-based economy through premium education.

The Head - Customer Experience will lead the development and implementation of Aldar Education’s customer experience (CX) strategy across all schools, focusing on the end-to-end parent and student journey. Set CX vision, standards, and tools that support enrolment growth, improve satisfaction, and enhance retention. Act as the central point for CX design, governance, and digital enablement, working closely with Strategy, Marketing, Enrolments, and Operations.

Responsibilities

• 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

Qualifications

• Bachelor’s degree in business, Marketing, Education Management, or related field
• Master’s or CX certification (e.g. CCXP) preferred

Minimum Experience

• 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.

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.

Aldar Education is 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.