Head of Customer Experience & Growth

Comfi.ai; Dubai; On-site; AED 350,000 - 650,000; Full time

Benefits offered by this job

Visa sponsorship

Medical insurance

Job summary

Comfi is seeking a Head of Customer Experience in Dubai, UAE. This role leads the CX team, owning the end-to-end customer journey from onboarding to retention and is responsible for reducing friction, improving activation, and building scalable CX processes.

The role requires 5+ years in CX with fintech exposure, strong cross-functional collaboration, and excellent English communication. On-site position with visa sponsorship and medical insurance benefits.

Qualifications

• 5+ years of experience in Customer Experience or similar function with team leadership in fintech, lending, payments, banking, or B2B financial services.
• Experience building or scaling CX processes in a start-up or fast-growing company.
• Customer-oriented while remaining structured and commercially minded.
• Experience with CRM, ticketing, workflow automation, and customer support tools.
• Strong analytical and problem-solving skills and comfort with KPIs and operational data.
• Ability to identify inefficiencies and turn messy processes into scalable workflows.
• Comfortable working across multiple teams and driving projects without waiting for detailed instructions.
• Proactive, hands-on, and adaptable in a rapidly changing environment.
• Experience working in the UAE or wider MENA market.
• Excellent written and verbal communication skills in English.

Responsibilities

• Own the end-to-end customer journey from onboarding to active usage and ongoing support.
• Lead and develop the CX team with clear responsibilities, KPIs, service standards, and performance expectations.
• Improve onboarding and activation by identifying bottlenecks and reducing time to value for customers.
• Build scalable CX processes to support rapid growth without sacrificing service quality.
• Own customer support quality and SLAs with fast, clear, and professional handling of issues.
• Track CX performance using data such as response times, onboarding conversion, and retention.
• Identify recurring pain points and work with Product and Tech to fix root causes.

Skills

Customer Experience Leadership

Team Leadership

Fintech/Payments domain

CRM / Tools

Data analytics

Process improvement

Cross-functional collaboration

Tools

CRM systems

Ticketing systems

Workflow automation tools

Job description

Comfi is seeking a Head of Customer Experience in Dubai, UAE. This role leads the CX team, owning the end-to-end customer journey from onboarding to retention and is responsible for reducing friction, improving activation, and building scalable CX processes.

The role requires 5+ years in CX with fintech exposure, strong cross-functional collaboration, and excellent English communication. On-site position with visa sponsorship and medical insurance benefits.