VP of Customer Experience & Digital Transformation

Majid Al Futtaim; Dubai; On-site; AED 502,200 - 613,800; Full time

Benefits offered by this job

Collaborative environment

Commitment to talent development

Innovative, customer-focused culture

Job summary

Majid Al Futtaim in Dubai is hiring a VP Customer Excellence to lead customer experience strategy and enhance customer journeys across real estate projects. The role requires a strong background in customer experience and strategy, with minimum 15 years of relevant experience and 5 in leadership.

The selected candidate will align customer insights with operational decisions and oversee the mapping and improvement of customer journeys. Join a leading company committed to innovative, customer-focused experiences.

Qualifications

• 15 years in customer experience, insights, strategy, or related roles.
• Minimum 5 years in a senior leadership capacity.
• Proven background embedding CX within real estate, retail, or service‑driven sectors.
• Strong communicator with exceptional cross‑functional collaboration skills.
• Highly analytical, strategic, and focused on measurable experience outcomes.
• Adept in digital transformation and modern customer engagement technologies.

Responsibilities

• Develop and execute an integrated customer excellence strategy aligned with real estate development goals.
• Ensure customer insights and behavioral data guide planning, design, and operational decisions.
• Lead specialists across customer insights, journey design, marketing operations, and CX delivery.
• Drive cross-functional alignment with Development, Sales, Marketing, Legal, and CX teams.
• Oversee mapping and continuous improvement of customer journeys for B2B and B2C segments.
• Define service standards, experience metrics, and escalation pathways across all touchpoints.
• Lead Voice of Customer, NPS, CSAT, and sentiment analytics programs.
• Champion digital transformation of CRM, apps, and engagement platforms.
• Identify and deploy innovative technologies to strengthen personalization and post‑sales support.
• Manage external relationships with agencies, digital vendors, and CX technology providers.
• Support project launches and brand‑building efforts within the Development Business Unit.

Skills

Customer journey design and optimization

Customer insights, analytics, and behavioral data interpretation

Digital transformation and CRM platforms

Leadership and team development

Stakeholder and vendor management

Customer satisfaction metrics (NPS, CSAT)

Omni‑channel experience design

Strategic planning and execution

Education

Bachelor's degree in Business, Marketing, or related field

Master's preferred

Job description

Majid Al Futtaim in Dubai is hiring a VP Customer Excellence to lead customer experience strategy and enhance customer journeys across real estate projects. The role requires a strong background in customer experience and strategy, with minimum 15 years of relevant experience and 5 in leadership.

The selected candidate will align customer insights with operational decisions and oversee the mapping and improvement of customer journeys. Join a leading company committed to innovative, customer-focused experiences.