Head of Digital Customer Experience & Transformation

DUBAI PROPERTIES GROUP LLC; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

DUBAI PROPERTIES GROUP LLC seeks a senior leader to shape and execute the digital customer experience strategy across the prospect and customer lifecycle. You will drive digital transformation, work with IT and business units, and deliver self-service solutions to enhance engagement and satisfaction.

The role requires 7–8 years in digital tech with leadership experience, familiarity with CRM systems, and a strong analytics mindset.

Qualifications

• Bachelor’s degree in Business Management, Marketing, Digital Transformation, Customer Experience, Business Analytics, or related field.
• Master’s degree preferred.
• Certifications in Business Analytics, Customer Journey Mapping, or Service Design preferred.
• Minimum 7–8 years in digital technologies with at least 4 years in people leadership and digital strategy implementation.
• Proven experience delivering digital transformation initiatives in complex orgs, incl. customer self-service channels (WhatsApp, chatbots, portals).
• Experience in customer experience design or real estate is a plus.
• Knowledge of CRM systems and dashboards/data visualization tools.
• Strong analytical, problem-solving, communication and presentation skills.

Responsibilities

• Support the section head in shaping and implementing the digital channels and CX strategy.
• Develop a roadmap for transformation initiatives, including timelines, resources and budgets.
• Identify opportunities to enhance digital channels and customer service with industry best practices.
• Lead development of self-service digital solutions (apps, portals, WhatsApp, chatbots, kiosks).
• Improve CX across prospect and customer journeys from lead to post-sale services.
• Revise self-service processes for a digital-first experience.
• Ensure all digital touchpoints and templates are up to date.
• Collaborate with IT, Marketing, Sales and Customer Care for smooth delivery.
• Lead transformation projects in call center tech upgrades and process improvements.
• Incorporate customer insights into commercial strategy, driving loyalty and revenue.
• Represent CX in cross-functional meetings and report to senior management.
• Develop strategies to maximize lifetime value and business growth.
• Leverage analytics to track market and customer insights.

Skills

Digital strategy

Analytics & data interpretation

Stakeholder management

Project management

Communication & presentation

Customer journey mapping

AI & data visualization

Education

Bachelor’s degree

Master’s degree (preferred)

Certifications in analytics/journey mapping/service design (preferred)

Tools

Salesforce

Freshdesk

Yardi

Job description

DUBAI PROPERTIES GROUP LLC seeks a senior leader to shape and execute the digital customer experience strategy across the prospect and customer lifecycle. You will drive digital transformation, work with IT and business units, and deliver self-service solutions to enhance engagement and satisfaction.

The role requires 7–8 years in digital tech with leadership experience, familiarity with CRM systems, and a strong analytics mindset.