Vice President - CX Monitoring & Reporting

ALDAR; Abu Dhabi; On-site; USD 120,000 - 180,000; Full time

Job summary

A leading real estate development firm in Abu Dhabi is seeking a Vice President - CX Monitoring & Reporting to lead strategic customer initiatives. The ideal candidate will have over 10 years of experience in customer-centric roles and at least 2 years in managerial positions. Responsibilities include driving CX initiatives and preparing reports for senior leadership. This role offers full-time employment with significant impact on customer experience standards.

Qualifications

• Minimum of 10+ years of experience in a customer-centric field.
• Minimum of 2+ years in a managerial role.
• Experience in real estate customer culture development.

Responsibilities

• Lead the execution and monitoring of strategic customer initiatives.
• Drive project management and governance for CX initiatives.
• Prepare executive-level reports and strategic updates.

Skills

Leadership

Analytical thinking

Strategic thinking

Communication

Presentation skills

Education

Bachelor’s degree

Advanced degree (preferred)

Tools

Salesforce

Tableau

Qualtrics

Performance / Project Management Systems

Job description

Vice President - CX Monitoring & Reporting

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Job Purpose

Lead the execution and monitoring of all strategic customer initiatives across the business to ensure Aldar’s customer value proposition “DNA” is embedded throughout Aldar’s portfolio.

Roles And Responsibilities

• Lead the development and execution of the CX roadmap across Customer Management, Marketing, Brokers and Integrated Services, ensuring alignment with overall commercial and organizational objectives.
• Drive end-to-end project management and governance for CX initiatives, ensuring timely delivery, resource alignment, and adherence to defined standards, processes and KPIs.
• Own the consolidation and interpretation of VOC, NPS and CSAT insights to drive prioritization, influence leadership decision-making, and shape experience improvement initiatives.
• Oversee the tracking and governance of departmental CX initiatives, ensuring cross-functional alignment and accountability to key performance goals.
• Prepare and present executive-level reports, dashboards, and strategic updates to senior leadership, proactively identifying risks and opportunities.
• Facilitate journey mapping exercises and cross-functional workshops to define and optimize key moments of truth and customer pain points.
• Govern and continuously enhance CX tools, frameworks and operating models that support consistent experience delivery across touchpoints.
• Serve as a key liaison with internal stakeholders to translate insights into actionable design, policy or service enhancements.
• Play an active role in the ongoing development and governance of CX standards, frameworks, and operating principles across all Commercial teams.

Qualification And Experience

Minimum of 10+ years of experience in a customer centricity or related field.

Minimum of 2+ years of related managerial experience.

Experience in Real Estate Customer culture development, leading multi-disciplinary initiatives, and dealing with senior management.

Preferably experienced with Salesforce, Tableau, Qualtrics, Performance / Project Management Systems.

Knowledge of measuring and improving customer satisfaction and loyalty across broad functional areas.

Technical And Interpersonal Skills

Strong leadership, analytical, and strategic thinking skills with the ability to influence stakeholders.

Deep expertise in NPS, VOC, customer journey mapping, and insight-to-action governance.

Ability to manage complex initiatives with multiple stakeholders and priorities.

Excellent communication, presentation, and storytelling skills for senior audiences.

High organizational discipline in planning, prioritization, and execution.

Qualification

Bachelor’s degree in any discipline; advanced degree preferred.

Seniority level

Executive

Employment type

Full-time

Job function

Other

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Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates - 6 days ago

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