Customer Experience Specialist

Summary

Join a leading FinTech company in Dubai as a Customer Experience Officer and become the go-to person for ensuring exceptional client experiences. Monitor platforms, chatbots, and onboarding processes to identify and resolve issues, track performance, and prioritize client needs. Report on bugs and challenges, working to create smooth client interactions. Proactively enhance and optimize the customer journey across all business lines, strategically coordinating with various teams to advocate for client needs. This role involves crafting seamless customer journeys, collaborating across departments, auditing platforms, building feedback loops, and using data-driven insights to improve offerings. You will also be the voice of the customer, influencing strategic decisions and fostering a client-centric culture.

Requirements

• At least 3-4 years experiencein similar role
• Experience with digital retail products
• Deep expertise in designing and optimizing customer journeys for leading SaaS, digital entertainment, fintech, and high-growth platforms like Netflix, Spotify, Revolut, Robinhood, Stripe, and Salesforce
• A proven history of championing customer advocacy, driving complex, cross-department initiatives to deliver impactful results
• Advanced skills in Salesforce and customer analytics, turning data into actionable insights that enhance the customer experience

Responsibilities

• Craft and manage seamless, end-to-end customer journeys that deliver exceptional user experiences every time
• Bring teams together! Collaborate across compliance, legal, finance, sales, and customer support to ensure everyone is aligned and communicating effectively
• Keep things running smoothly by auditing customer-facing platforms, spotting potential issues, and resolving them before they impact the user experience
• Build customer feedback loops and use data-driven insights to refine strategies and improve product offerings
• Be the voice of the customer—advocate for their needs, influence strategic decisions, and help foster a culture that prioritizes client satisfaction
• Stay on top of success metrics like CSAT and NPS, keeping a close eye on what’s working and what needs improvement
• Work closely with IT teams to enhance UI/UX and implement features according to customers needs

Preferred Qualifications

• Excellent analytical, organizational, and communication skills
• High attention to detail and ability to work independently

Benefits

• A vibrant and innovative work culture encouraging creativity and teamwork
• Vast opportunities for professional advancement and skill enhancement
• Flexible work arrangements and the potential for international work exposure
• Permanent contract or B2B contract