CX Director - Government Services (UAE National Role)

Michael Page

UAE

Posted
Ref: HP350-8551

Job description / Role

Employment: Full Time

As the CX Director, you will be responsible for the overall customer experience strategy and execution across the service portfolio. You will lead a team dedicated to understanding customer needs, identifying opportunities for improvement, and implementing innovative solutions to enhance the service experience. This role requires a strategic thinker with a proven track record of delivering exceptional customer experiences and driving measurable results.

Client Details

Forward thinking organization, who are providing a range of vital services to various government entities in Abu Dhabi. They are looking to increase the quality and efficiency of the services; and are seeking an executive leader to lead the evolution.

Description

* Develop and implement the overall CX strategy for and align with the organization's vision and strategic objectives.
* Lead and manage a team of CX professionals, fostering a culture of customer centricity and high performance.
* Oversee the design and delivery of customer-centric services, ensuring seamless and positive interactions across all touchpoints.
* Continuously monitor and analyze customer feedback, identifying pain points and areas for improvement in service delivery.
* Proactively seek opportunities to optimize and enhance existing services, leveraging best practices and innovative technologies.
* Serve as the key escalation point for complex customer issues and executive stakeholder management.
* Collaborate with internal stakeholders across different departments to ensure alignment and seamless execution of CX initiatives.
* Develop and manage the CX budget, ensuring efficient allocation of resources.
* Report regularly to senior management on CX performance, providing insights and recommendations for strategic decision-making.
* Stay abreast of industry trends and best practices in CX, ensuring that the organization remain at the forefront of customer service excellence.

Job Offer

* Competitive salary
* Opportunity to play a key role in a governmental sector, which will positively impact the careers and lives of many professionals.

Requirements:

* Bachelor's degree in Business Administration, or a related field. A Master's degree is preferred.
* Extensive experience (10+ years) in leading customer experience initiatives, preferably within a large organisation. Experience in any sector or field is welcomed, with a demonstrable ability to transfer skills.
* Proven track record of delivering significant improvements in CX, including measurable results in customer satisfaction, service efficiency, and cost optimisation.
* Strong leadership and team management skills, with the ability to motivate and inspire teams to achieve exceptional results.
* Excellent communication, interpersonal, and stakeholder management skills, with the ability to build strong relationships with internal and external partners.
* Ability to analyse data, identify trends, and develop data-driven solutions to improve CX.
* Strong problem-solving and decision-making skills, with the ability to handle complex issues and escalations effectively.
* Experience working with government entities is a plus but not essential.
* Fluency in Arabic and English is essential.

About the Company

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.

The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:

Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal

The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.

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