VP Customer Experience

Responsibilities

• Develop or enhance customer journeys based on new trends/addressing key current gaps.
• Implement strategic projects that will elevate the customer experience across the portfolio.
• Coordinate and align with CXOs and dedicated CX specialists across the portfolio on key priorities and action items.
• Develop frameworks, tools, and methodologies to capture customer feedback and ensure actions are implemented throughout the portfolio.
• Conduct studies, benchmarks, competitive analysis, and annual consumer surveys for the Group as well as on-demand requests.
• Ensure the philosophy of customer centricity is embedded throughout Aldar’s portfolio.
• Ensure the strategic and monitoring CX teams are delivering their mandate on time and quality.
• Prepare CX presentations for management and external stakeholders.
• Continuously engage with internal stakeholders to drive results and add value.
• Ensure effective and optimal utilization of the department's budgets across the year.
• Set yearly NPS targets across the Group with supporting rationale and benchmarks.

Qualification And Experience

RELATED YEAR OF EXPERIENCE: Min of 15+ years of experience in a customer centricity or related field.

YOE IN MANAGERIAL POSITION: Min of 8+ years of related managerial experience.

FIELD OF EXPERIENCE:

• Real Estate experience in customer culture development.
• Proven track record of effectively dealing with senior management.
• Experience in leading multi-disciplinary initiatives required.
• Preferably experience with Salesforce, Tableau, Qualtrics, Performance/Project Management Systems.
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas.