Head of Customer Experience & Digitalization

FMS.AE; Dubai; On-site; AED 260,000 - 420,000; Full time

Job summary

FMS.AE in Dubai is seeking a senior Customer Experience leader to drive CE across consumer and enterprise telecom segments. You will design customer journeys, oversee CE programs, and align CE initiatives with corporate strategy while managing a small team or projects.

Responsibilities include owning NPS/CSAT improvement, partnering with channels, and delivering a multi-channel CE design with end-to-end visibility and measurable impact on customer experience.

Qualifications

• 7–12 years of experience in Marketing/Experience roles.
• At least 5 years of line management or project management experience.
• Experience designing CE for consumer and enterprise customers.
• Telecom industry experience preferred.

Responsibilities

• Support customer journey design during propositions and campaigns.
• Drive digitalization in segment including online recharges and e-shop performance.
• Coordinate unified communication across sub-segments.
• Liaise with Channels to improve experience across touchpoints.
• Own CE-related projects and CE strategy alignment.
• Monitor customer issues and implement action plans (TTs, NPS).
• Own NPS and CSAT and drive improvements with stakeholders.
• Develop CE roadmap aligned with corporate strategy.
• Create Level 1 CE designs for each segment across channels.
• Evaluate CE programs and flag deviations.
• Implement CE guidelines in PLM processes.
• Create feedback loop to measure CE performance against market trends.

Skills

Management

Leadership

Networking

Telecom lifecycle

Stakeholder management

Education

Bachelor's degree in Marketing, Business Administration or Telecom Engineering

Job description

FMS.AE in Dubai is seeking a senior Customer Experience leader to drive CE across consumer and enterprise telecom segments. You will design customer journeys, oversee CE programs, and align CE initiatives with corporate strategy while managing a small team or projects.

Responsibilities include owning NPS/CSAT improvement, partnering with channels, and delivering a multi-channel CE design with end-to-end visibility and measurable impact on customer experience.