VP, Customer Experience & Omnichannel Transformation

Ernest Hunter Green

Dubai

On-site

AED 450,000 - 750,000

Full time

3 days ago

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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.