Lead strategic CX transformations across all Aldar businesses, partnering with key leaders to enhance customer journeys, driving increased engagement, satisfaction, and retention

•  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.

•   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).

•    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.

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.

•   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)

Bachelor's degree in any discipline; Advanced strong degree preferred