Head of Digital Care & Customer Experience

DU; Dubai; On-site; AED 500,000 - 800,000; Full time

Job summary

DU is seeking a senior Digital Care leader to develop long-term strategy and oversee the omni-channel customer experience across digital platforms. The role requires extensive management experience in telecommunications or BPO/customer care ecosystems, with a focus on performance, analytics, and customer satisfaction programs.

Fluency in English is essential; Arabic is a plus. The successful candidate will drive process improvements, manage budgets, and lead cross-department collaboration to

Qualifications

• Bachelor or Master’s degree in Business Management or distinguished experience with additional further training courses in customer experience/ customer relationship management.
• Experience: minimum of 10 years in management with Telecommunications, BPOs/ contact centres, customer experience management and omni-channel service delivery.
• Sound knowledge of customer satisfaction management and NPS programs.
• Fluent in English; Arabic fluency is a plus.

Responsibilities

• Oversee day-to-day operations of the digital care function to meet company and customer expectations.
• Lead the development and deployment of new digital care technologies and self-care channels.
• Define, implement and measure NPS and Voice of the Customer programs.
• Plan and control the department budget to maximize efficiency.

Skills

English fluency

Leadership

Analytical thinking

Problem-solving

Education

Bachelor's or Master's in Business Management

Customer experience/ CRM training

Job description

DU is seeking a senior Digital Care leader to develop long-term strategy and oversee the omni-channel customer experience across digital platforms. The role requires extensive management experience in telecommunications or BPO/customer care ecosystems, with a focus on performance, analytics, and customer satisfaction programs.

Fluency in English is essential; Arabic is a plus. The successful candidate will drive process improvements, manage budgets, and lead cross-department collaboration to