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Customer Experience Officer

Tech
Dubai, UAE | Full-time | Remote

Our hiring partner, a fast-scaling international fintech company, is currently seeking a highly proactive Customer Experience Officer to join their team. This is a unique opportunity for a results-driven professional to lead and optimize the entire client journey across multiple business units, ensuring every customer touchpoint is seamless, efficient, and satisfaction-driven.
This role will report directly to senior leadership and will require daily hands-on attention to service design, platform experience, onboarding speed, and cross-functional collaboration.

Key Responsibilities
  • Customer Journey Design: Create and manage detailed, end-to-end customer flows, ensuring frictionless user experience across platforms and teams.
  • Operational Oversight: Conduct daily audits of onboarding processes, service response times, platform usability, and chatbot effectiveness.
  • Cross-Functional Collaboration: Act as a key liaison across compliance, legal, finance, sales, and tech teams to escalate, solve, and prevent customer issues.
  • Client-Centric Culture: Serve as an internal voice of the client—bringing insights to strategic meetings and influencing feature prioritization and UI/UX improvements.
  • Data-Driven Feedback: Establish feedback loops, track CSAT and NPS, and implement actions to continuously improve service standards.
  • Reporting & Accountability: Produce structured daily reports highlighting bugs, service gaps, and improvement recommendations.

Candidate Profile
  • 5+ years of experience in customer experience or customer success, ideally in SaaS, fintech, or digital service environments.
  • Strong familiarity with Salesforce and CRM analytics tools.
  • Demonstrated ability to coordinate complex initiatives across multiple departments.
  • Exceptional communication and problem-solving skills.
  • Native-level fluency in English; other languages are a plus.
  • Obsessed with detail, UX, and client-first thinking.

What’s in It for You
  • Work with one of the most innovative fintech brands in the region
  • Competitive salary and bonus structure
  • Relocation package if needed
  • Visa sponsorship for employee and family
  • 21 working days of paid vacation + 12 additional company-paid days off
  • Strong team culture, team events, and professional development support
You're welcome!
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