Head of Digital Customer Experience & Innovation

Dubai Holding; Dubai; On-site; AED 350,000 - 550,000; Full time

Benefits offered by this job

Competitive pay

Career development

Collaborative environment

Job summary

Dubai Holding is seeking a strategic Digital Transformation leader to oversee the development of customer-facing digital experiences across the lifecycle. You will drive mobile apps, portals, chatbots, self-service platforms, and AI-enabled solutions.

Collaborating with IT, Marketing, Sales, and Customer Care, you will translate business needs into impactful products, develop business cases, and measure outcomes to maximize value from digital investments.

Qualifications

• Minimum 6 years of experience in digital technologies with at least 4 years in managing teams
• Bachelor’s degree; Master’s degree or professional certifications advantageous
• Certifications in Business Analytics or Service Design highly desirable
• Proven experience managing customer-facing digital platforms (apps, portals, chatbots, self-service)
• Exposure to AI, automation or digital innovation preferred
• Strong analytical, communication, and presentation skills with ability to influence senior stakeholders
• Experience leading cross-functional teams across IT, Marketing, Sales and Customer Care

Responsibilities

• Lead the development and execution of digital customer experience initiatives that enhance engagement across the customer lifecycle
• Drive delivery and continuous improvement of customer-facing digital solutions including mobile apps, portals, chatbots, self-service platforms, kiosks, and AI-enabled technologies
• Review and optimize customer journeys by identifying pain points, streamlining processes, and delivering seamless digital experiences
• Act as the business lead for digital products, translating customer and business needs into impactful digital solutions
• Partner with cross-functional teams (IT, Marketing, Sales, and Customer care) and external stakeholders to deliver transformation initiatives
• Develop business cases, performance metrics, and insights to support strategic decision-making and maximize value from digital investments
• Identify opportunities to leverage emerging technologies and AI-driven solutions to improve customer satisfaction, adoption, and business performance
• Lead and develop a team while fostering a culture of innovation, collaboration, and continuous improvement

Skills

Digital strategy

Team leadership

Stakeholder management

Analytics

PowerPoint

Communication

Education

Bachelor's degree in Business Management or related field

Job description

Dubai Holding is seeking a strategic Digital Transformation leader to oversee the development of customer-facing digital experiences across the lifecycle. You will drive mobile apps, portals, chatbots, self-service platforms, and AI-enabled solutions.

Collaborating with IT, Marketing, Sales, and Customer Care, you will translate business needs into impactful products, develop business cases, and measure outcomes to maximize value from digital investments.