Vice President - CX Monitoring & Reporting

Aldar Properties PJSC; Abu Dhabi; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading company in real estate development seeks a Customer Experience Director to shape and deliver strategies that enhance customer value. The role involves leading cross-disciplinary initiatives, managing CX governance, and leveraging customer insights to drive company objectives. Ideal candidates should have over 10 years of experience in customer-centric roles, with proven abilities in leadership, strategy, and communication.

Qualifications

• Minimum of 10+ years in customer-centric roles.
• At least 2+ years in a managerial position.
• Experience in real estate and customer culture development.

Responsibilities

• Lead the CX roadmap development across various departments.
• Oversee governance of CX initiatives ensuring timely delivery.
• Facilitate journey mapping exercises and workshops.

Skills

Leadership

Analytical

Strategic Thinking

Communication

Education

Bachelor's degree

Advanced degree preferred

Tools

Salesforce

Tableau

Qualtrics

Performance Management Systems

Job description

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

RELATED YEAR OF EXPERIENCE:

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

YOE IN MANAGERIAL POSITION :

Min of 2+ years of related managerial experience.

FIELD OF EXPERIENCE:

•Real Estate Experience in Customer culture development

•Proven track record of effectively dealing with senior management.

•Experience in leading multi-disciplinary initiatives required.

•Preferably experience with Salesforce, Tableu, Qualtrics, Performance/Project Management Systems

•Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas

TECHNICAL AND INTERPERSONAL SKILLS

•Strong leadership, analytical and strategic thinking capabilities with the ability to influence cross-functional stakeholders.

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

•Proven ability to manage complex, cross-functional initiatives with multiple stakeholders and competing priorities.

•Excellent communicator with strong presentation, reporting and storytelling skills for senior audiences.

•High level of organizational planning, prioritization, and execution discipline.

QUALIFICATION

•Bachelor degree in any discipline; Advanced strong degree preferred