Head of Customer Experience & FinTech Growth (Dubai)

Comfi.ai; Dubai; Vor Ort; AED 240.000 - 480.000; Vollzeit

Benefits dieser Stelle

Visa sponsorship

Medical insurance

Zusammenfassung

Comfi is seeking a Head of Customer Experience to own the end-to-end customer journey from onboarding to ongoing support. This hands-on leadership role blends customer empathy with operations, data, and process thinking to scale a fast-growing fintech.

You will lead the CX team, set KPIs and standards, collaborate with Sales, Risk, Product, Finance, and Collections, and design scalable CX processes to improve onboarding, activation, and retention as Comfi expands across the UAE and the region.

Qualifikationen

• 5+ years in Customer Experience or similar function with team leadership
• Experience building or scaling CX processes in fintech, lending, payments, banking, or B2B finance
• Customer-oriented mindset with structured, commercially minded approach
• Experience with CRM, ticketing, workflow automation, and customer support tools
• Strong analytical skills and comfort with KPIs and operational data

Aufgaben

• Own end-to-end customer journey from onboarding to ongoing support
• Lead and develop the CX team with clear responsibilities, KPIs, and service standards
• Improve onboarding and activation; reduce time to value for customers
• Build scalable CX processes to support rapid growth
• Own customer support quality and SLAs with fast, clear, and professional handling
• Track CX performance using response times, onboarding conversions, retention and satisfaction metrics
• Identify recurring pain points and work with Product and Tech to address root causes
• Coordinate with Sales, Risk, Finance, Product, and Collections for smooth handovers
• Create customer feedback loops and drive actionable improvements
• Introduce automation and AI tooling to improve speed and productivity
• Support new products/markets with scalable CX designs

Kenntnisse

CX leadership

CRM & automation

Data analysis

Cross-functional collaboration

Customer empathy

Tools

CRM systems

Ticketing tools

Workflow automation

Jobbeschreibung

Comfi is seeking a Head of Customer Experience to own the end-to-end customer journey from onboarding to ongoing support. This hands-on leadership role blends customer empathy with operations, data, and process thinking to scale a fast-growing fintech.

You will lead the CX team, set KPIs and standards, collaborate with Sales, Risk, Product, Finance, and Collections, and design scalable CX processes to improve onboarding, activation, and retention as Comfi expands across the UAE and the region.