Assistant Vice President - Strategic Customer Experience
Abu Dhabi Aldar Corporate – Strategy and Transformation / Experienced hires / On-site
JOB PURPOSE Lead strategic CX transformations across all Aldar businesses, partnering with key leaders to enhance customer journeys, driving increased engagement, satisfaction, and retention
Please note, this role is for Emiratization only.
ROLES AND RESPONSIBILITIES
Uncover unique and compelling business insights • Utilize multiple sources of data to derive key insights into business performance, engagement, and satisfaction to inform future CX transformation initiatives. • Develop a deep understanding of Aldar’s customer expectations and behaviors and translating these into actionable recommendations that meet their evolving needs. • Regularly assess Aldar’s CX initiatives against industry benchmarks and global best practices to ensure competitive differentiation.
Lead the strategic creation of new CX Transformation initiatives
• Apply a structured, data-driven approach to turn customer needs, technical requirements, and business objectives into transformative CX improvement actions. • Support the creation of Aldar’s CX strategy and spearhead its implementation. • Drive the creation and redesign of cutting-edge business-specific customer journeys that increase customer engagement, satisfaction, and retention. • Recommend cost-effective process and policy improvements that enhance overall CX performance. • Set yearly customer experience targets for all the businesses and touchpoints to be integrated into the scorecards (NPS).
Execute and monitor strategic CX Transformation initiatives
• Develop and prioritize implementation roadmaps, guiding business units in successfully delivering new initiatives. • Support in planning and managing omnichannel annual customer communications. • Establish and monitor continuous feedback loops to ensure the successful implementation of strategic initiatives. • Oversee the entire initiative lifecycle, from ideation to launch, use, and growth. • Communicate initiative progress and performance metrics regularly to senior management, c-suite, and board stakeholders. • Champion the CX mindset across the organization, driving alignment and change across all business units.
QUALIFICATION AND EXPERIENCERELATED YEAR OF EXPERIENCE:
Min of 8+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Product Management, or related field.
FIELD OF EXPERIENCE: · Real Estate, Hospitality and Education sector experience · Proven track record of effectively dealing with senior management.
TECHNICAL AND INTERPERSONAL SKILLS • Analytical and entrepreneurial mindset with a strong grounding in customer strategy, customer insights, net promoter score, and digital transformation • Strong knowledge of CX standards, CX trends, and CX delivery • Strategic thinker with a track record of CX, Product, and Service innovation • Strong conflict resolution/management skills • Exceptional Excel data analysis, PowerPoint presentation, and business writing skills to communicate complex initiatives clearly and persuasively • Ability to build and maintain strong internal and external relationships • Ability to work cross-functionally with teams to execute initiatives • Experience in using analytical tools, such as Tableau (preferred) • Excellent communication skills – written and spoken English is essential (Arabic preferred)
QUALIFICATION Bachelor's degree in any discipline; Advanced strong degree preferred
