Head of Digital Care & Customer Experience

DU; United Arab Emirates; On-site; AED 90,000 - 130,000; Full time

Job summary

DU is seeking a senior leader to architect and execute the Digital Care strategy, aligning it with the company’s broader plan. The role requires building and optimizing omni-channel customer access and self-service capabilities while maintaining strong inter-department collaboration.

You will drive KPI setting and performance improvement across digital channels, including mobile apps, and implement best practices in service delivery.

Qualifications

• Bachelor or Master’s degree in business management or equivalent with senior management experience in telecoms/BPO or customer experience.
• At least 10 years of management responsibility with experience in omni-channel service delivery and digital care platforms.
• Strong analytical, problem-solving and communication skills; fluent in English; Arabic a plus.

Responsibilities

• Develop and execute the strategy for Digital Care aligned to the organisation.
• Create customer access channels using technology-based infrastructure to lead digital service delivery.
• Establish cross-department relationships and SLAs to resolve customer requests efficiently.
• Drive digital care operations, set and achieve KPIs, and improve service quality via mobile apps and self-care platforms.
• Measure customer experience through NPS and Voice of the Customer programs and report on performance.

Skills

Leadership

Strategic thinking

Analytical skills

Communication

Education

Bachelor or Master’s degree in business management

Experience in customer experience / CRM

Job description

DU is seeking a senior leader to architect and execute the Digital Care strategy, aligning it with the company’s broader plan. The role requires building and optimizing omni-channel customer access and self-service capabilities while maintaining strong inter-department collaboration.

You will drive KPI setting and performance improvement across digital channels, including mobile apps, and implement best practices in service delivery.