Are you driven by the customer journey experience?

We have a fantastic opportunity waiting for you! Located in the dynamic city of Dubai, with the ability to connect globally, our client is a top-tier organization that specializes in cutting-edge FinTech solutions and technologies.

In this role, you will be the key architect of outstanding client interactions, dedicating yourself to enhancing customer satisfaction every day. Your responsibilities will include monitoring platforms, chatbots, and onboarding processes to identify delays, resolve client issues, and track team performance. Your goal? To ensure clients feel valued by addressing their most pressing needs and spotlighting areas ripe for improvement. You will provide daily updates on bugs, issues, and challenges, all while striving to eliminate obstacles and foster seamless interactions. From identifying UI bugs to enhancing usability, your input will be critical in refining the client experience.

The Customer Experience Officer is tasked with optimizing and refining the customer journey across all sectors of the business. You will report directly to the Chief Strategy Officer and Chief Customer Officer, coordinating strategically with compliance, legal, finance, sales, and customer support teams to advocate for clients’ needs and satisfaction continuously.

Key Responsibilities:

• Design and oversee comprehensive, end-to-end customer journeys that consistently deliver outstanding user experiences.
• Foster collaboration across various departments—including compliance, legal, finance, sales, and customer support—to ensure unified communication and alignment.
• Ensure operational efficiency by auditing customer-facing platforms, proactively identifying issues, and resolving them to protect the user experience.
• Establish customer feedback mechanisms and leverage data-driven insights to refine strategies and enhance product offerings.
• Act as the voice of the customer—champion their needs, influence strategic initiatives, and cultivate a culture centered on client satisfaction.
• Monitor essential success metrics such as CSAT and NPS, maintaining a keen focus on effective practices and areas for enhancement.
• Collaborate closely with IT teams to improve UI/UX and develop features aligned with customer requirements.

Qualifications:

• Extensive experience in designing and refining customer journeys across top SaaS, digital entertainment, FinTech, and high-growth sectors, including brands like Netflix, Spotify, Revolut, Robinhood, Stripe, and Salesforce.
• A solid track record of advocating for customer needs and spearheading intricate, cross-functional initiatives that yield significant outcomes.
• Proficient in Salesforce and customer analytics, adept at transforming data into actionable insights to enhance the overall customer experience.

Preferred Qualifications:

• Strong analytical, organizational, and communication skills.
• Exceptional attention to detail along with the capability to work independently.

What We Offer:

• An inspiring and innovative work environment that embraces creativity and teamwork.
• Numerous opportunities for personal and professional growth and skill development.
• Flexible work arrangements with the chance for international exposure.
• A choice between a permanent contract or a B2B contract.

Excited about this opportunity? Apply now by submitting your CV on this page!

Your submission of personal data is entirely voluntary, and the processing of your information is based on your consent. For essential details, please refer to our document: “Information regarding the processing of your personal data,” where you’ll find how your personal information is handled and your associated rights.

Your personal data will be processed by Sowelo Consulting sp. z o.o. sp. k, registered in Cracow (Limited Partnership) and listed in the National Court Register (KRS) under number X, along with our employees and subcontractors collectively referred to as the Company.

Sowelo Consulting sp. z o.o. sp. k is registered as an employment agency under number: 17107

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