Customer Experience; CX) Lead

Customer Experience (CX) Lead Ras Al Khaimah, United Arab Emirates 6-Month Contract (Potential for Permanent Employment)

We are seeking an experienced Customer Experience (CX) Lead to join a leading semi-government entity in the United Arab Emirates. The ideal candidate will be responsible for driving both digital and offline customer experience transformation initiatives, with a key focus on supporting the reengineering of a major digital service portal and enhancing customer and employee experiences across the organization.

This role requires a highly strategic and hands-on CX professional with proven expertise in customer journey design, service excellence, customer experience strategy, performance measurement, and cross-functional transformation programs.

• Bachelor's degree in business administration, Customer Experience, Marketing, Digital Transformation, or a related field.
• 8+ years of experience in Customer Experience, Service Excellence, Customer Journey Management, Digital Experience, or Customer Transformation roles.
• Proven experience developing and implementing CX and EX strategies, roadmaps, and operating models.
• Strong experience in customer journey mapping, service design, customer research, and digital experience optimization.
• Demonstrated experience leading customer‑centric transformation initiatives and service improvement programs.
• Strong stakeholder management skills with the ability to collaborate effectively across business, technology, product, design, and operational teams.
• Excellent analytical, communication, facilitation, and presentation skills.
• Experience with in government, semi‑government, banking, hospitality, aviation, telecommunications, retail, or other customer‑focused service organizations is highly preferred.