VP Customer experience

Ernest Hunter Green; Dubai; On-site; AED 450,000 - 750,000; Full time

Job summary

Ernest Hunter Green, on behalf of a leading financial institution in Dubai, seeks a Vice President – Customer Experience to shape and lead the customer experience strategy across digital and physical channels. You will leverage customer insights, journey design, and data analytics to boost engagement, adoption and satisfaction, while guiding CX, UX, and product teams.

The role requires senior leadership experience in banking and a proven track record of omnichannel transformation.

Qualifications

• 12+ years in CX, UX, digital product, service design or digital transformation.
• Senior leadership in banking/financial services with strong digital/retail exposure.
• Proven omnichannel and digital CX transformation leadership.
• Experience with customer analytics, personalization, and design thinking.
• Excellent communication and stakeholder management.

Responsibilities

• Develop and implement the organisation's Customer Experience strategy across digital and physical channels.
• Lead customer journey mapping and optimisation across key customer touchpoints.
• Drive omnichannel experience across mobile, web, branch and other customer channels.
• Oversee UX, service design and digital experience initiatives.
• Use customer research, behavioral data and analytics to identify opportunities for improving customer journeys.
• Partner with Digital, Product, Technology, Marketing and business teams to deliver customer-centric solutions.
• Lead the development and continuous improvement of digital products and customer-facing platforms.
• Establish CX measurement frameworks covering customer satisfaction, adoption, engagement, NPS and journey performance.
• Drive design thinking and customer-centric methodologies across the organisation.
• Lead and develop multidisciplinary CX, UX, product and design teams.
• Partner with senior executives to define customer experience priorities, roadmaps and transformation initiatives.
• Identify emerging technologies, including AI and personalisation, to enhance customer engagement.

Skills

Customer Experience

UX

Digital Product

Service Design

Digital Transformation

Omnichannel

Leadership

Stakeholder Management

Analytics

Design Thinking

Job description

We are currently supporting a leading financial institution in the appointment of a Vice President – Customer Experience to lead the development and execution of a customer-centric experience strategy across the organisation.

The Role

The successful candidate will be responsible for shaping the end-to-end customer experience across digital and physical channels, using customer insight, journey design, digital innovation and data to improve engagement, satisfaction and adoption.

Key responsibilities include:

• Develop and implement the organisation's Customer Experience strategy aligned with wider business and digital objectives.
• Lead customer journey mapping and optimisation across key customer touchpoints.
• Drive omnichannel experience across mobile, web, branch and other customer channels.
• Oversee UX, service design and digital experience initiatives.
• Use customer research, behavioral data and analytics to identify opportunities for improving customer journeys.
• Work closely with Digital, Product, Technology, Marketing and business teams to deliver customer-centric solutions.
• Lead the development and continuous improvement of digital products and customer-facing platforms.
• Establish CX measurement frameworks covering customer satisfaction, adoption, engagement, NPS and journey performance.
• Drive design thinking and customer-centric methodologies across the organisation.
• Lead and develop multidisciplinary CX, UX, product and design teams.
• Partner with senior executives to define customer experience priorities, roadmaps and transformation initiatives.
• Identify emerging technologies, including AI and personalisation, to enhance customer engagement.

Candidate Profile

The ideal candidate will have:

• 12+ years' experience across Customer Experience, UX, Digital Product, Service Design or Digital Transformation.
• Senior leadership experience within banking or financial services, ideally with significant digital/retail banking exposure.
• Proven experience leading omnichannel and digital customer experience transformation.
• Strong understanding of customer journeys, UX, service design and digital product development.
• Experience managing multidisciplinary teams and working with C-suite stakeholders.
• Strong commercial and strategic mindset, with the ability to translate customer insights into measurable business outcomes.
• Experience with customer analytics, personalisation, design thinking and emerging digital technologies.
• Excellent communication, stakeholder management and presentation skills.