Head of Digital Care & AI-Driven Customer Experience

Remote DXB; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Remote DXB in Dubai is seeking a Lead Digital Care to architect and steer the digital customer experience. You will build and guide a team, shape the care journey for a new app handling 85% of interactions, and integrate AI innovations to enhance service quality and efficiency.

In this role, you’ll ensure top-tier human-led interactions for the remaining 15% and push the app to achieve world-class NPS benchmarks, differentiating the brand in the telco space.

Qualifications

• Proven experience designing digital customer care journeys.
• Expertise in leveraging AI for customer service automation.
• Ability to deliver high-quality human-centric support experiences.

Responsibilities

• Build and lead the Digital Care team.
• Design the care experience for a new app covering 85% of customer interactions.
• Research and implement world-class AI technologies to enhance the digital experience.
• Ensure the remaining 15% of human-led interactions are high quality.
• Drive the app toward world-class NPS targets.

Skills

Digital care design

AI for CX

NPS management

Team leadership

Job description

Remote DXB in Dubai is seeking a Lead Digital Care to architect and steer the digital customer experience. You will build and guide a team, shape the care journey for a new app handling 85% of interactions, and integrate AI innovations to enhance service quality and efficiency.

In this role, you’ll ensure top-tier human-led interactions for the remaining 15% and push the app to achieve world-class NPS benchmarks, differentiating the brand in the telco space.