Vice President Customer Experience Digital Channels

Black Pearl Consult; Dubai; On-site; AED 300,000 - 400,000; Full time

Job summary

A leading consulting firm in Dubai seeks a Vice President of Customer Experience and Digital Channels. This role involves shaping customer experience strategy and enhancing digital channels for optimal engagement. The ideal candidate will have 5–8 years of experience in customer experience, strong leadership and communication skills, and knowledge of AI and digital solutions. This position offers the chance to lead transformative projects and make a significant impact in a dynamic environment.

Benefits

Opportunity to lead exciting transformations

Dynamic and forward-thinking environment

Make a real impact on customer experience

Qualifications

• 5–8 years of experience in customer experience, digital channels, or transformation projects.
• Knowledge of AI and digital solutions to enhance customer engagement.
• Experience in the utility sector or similar industries is a plus.

Responsibilities

• Lead the customer experience strategy and improve digital channels.
• Foster a customer-centric culture in decision-making.
• Enhance customer journeys through digital platforms.
• Introduce AI and automation for self-service options.
• Ensure successful delivery of transformation programs.
• Collaborate with teams to introduce new processes.

Skills

Leadership

Communication

Project management

Data analytics

Knowledge of AI

Education

Bachelor's degree in Business Marketing or related field

MBA

Job description

Are you a customer experience leader with a passion for digital innovation We are looking for a Vice President of Customer Experience and Digital Channels to drive transformation enhance customer engagement and optimize digital platforms.

About the Role:

As the VP you will lead the customer experience strategy improve digital channels and ensure seamless innovative interactions for customers. You will work closely with senior leaders manage a strong team and use datadriven insights to enhance customer satisfaction.

What You’ll Do:

Shape the Customer Experience Strategy

• Develop and execute plans to enhance customer satisfaction and loyalty.
• Foster a culture where customers are at the center of decisionmaking.

Lead Digital Transformation

• Improve digital platforms (web mobile social media) to create smooth and engaging customer journeys.
• Introduce new technologies including AI and automation to enhance selfservice options.

Drive Change & Project Management

• Lead transformation programs ensuring projects are delivered successfully.
• Work closely with teams to introduce new processes and ensure smooth adoption.

Engage with Stakeholders

• Collaborate with internal teams and customers to understand needs and improve services.
• Represent the company at industry events and share best practices.

Requirements

What You Need to Succeed:

• Bachelor s degree in Business Marketing or a related field (MBA preferred).
• 58 years of experience in customer experience digital channels or transformation projects.
• Strong leadership communication and project management skills.
• Knowledge of AI data analytics and digital solutions to enhance customer engagement.
• Experience in the utility sector or similar industries is a plus.

Why Consider this job opportunity

• Lead an exciting transformation.
• Work in a dynamic forwardthinking environment.
• Make a real impact on customer experience and digital innovation.