Customer Experience Officer

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