Head of Customer Experience

DISCOVERED; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading travel company in UAE is seeking a Head of Customer Experience to enhance user engagement. This role demands extensive IT delivery experience within the travel industry and strong leadership skills. You will oversee project delivery, integrate systems, and manage vendor partnerships. Relocation to the UAE is required with exceptional benefits and a tax-free salary. Interested candidates are encouraged to apply.

Benefits

Market-leading benefits for you and your family

Tax-free salary benefits in the UAE

Qualifications

• 15+ years of experience in large-scale IT delivery and transformation within the airline or travel industries.
• Proven track record of managing complex, cross-functional programs.
• Deep understanding of guest experience technologies.

Responsibilities

• Own the delivery of the platform and engagement systems.
• Lead AI-powered and self-service channels.
• Drive an API-first architecture and standardized frameworks.

Skills

Leadership

Strategic vision

Cross-functional program management

Omnichannel engagement strategies

Agile governance

Job description

Job description

***Requires relocation to the UAE***

✈TravelTech

Are you ready to shape the future of travel experiences? We’re partnering with one of the UAE’s leading travel companies to hire a Head of Customer Experience who will redefine how millions of users engage with the brand.

In this high-impact role, you will lead the end-to-end delivery roadmap, system integrations, vendor partnerships, and ensure compliance across both IT and customer-facing functions. You’ll be at the forefront of creating seamless, data-driven experiences across voice, chat, social, digital, and non-digital channels, ensuring every interaction with the brand is effortless and engaging.

What You’ll Do

• Own the delivery of the platform and engagement systems, ensuring projects are delivered on time and on budget.
• Lead AI-powered and self-service channels, including chatbots, WhatsApp, SMS, and email automation.
• Drive an API-first architecture and standardized frameworks for omnichannel experience management.
• Champion agile governance, including requirements management, backlog prioritization, and release planning.
• Manage vendors and system integrators to guarantee delivery excellence.

What You Need to Have:

• 15+ years of experience in large-scale IT delivery and transformation within the airline or travel industries.
• Proven track record of managing complex, cross-functional programs.
• Deep understanding of guest experience technologies and omnichannel engagement strategies.
• Strong strategic vision, delivery excellence, and leadership presence to influence senior stakeholders.

This role is perfect for someone who thrives in transformational, high-visibility programs and wants to make a real impact on the future of travel.

Relocation to the UAE required! On offer are market-leading benefits for you and your family, and of course, the tax-free salary benefits in the UAE!

If you are a fit and want to hear more about the role, please apply - Only relevant candidates will be considered.