Customer Experience Leader

The company is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. The company aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

Key Responsibilities

• Define and lead the enterprise-wide CX vision, strategy, and roadmap aligned with business objectives.
• Own the end-to-end customer lifecycle, from onboarding to renewal and advocacy.
• Map, analyze, and continuously optimize customer journeys across all channels and touchpoints.
• Lead the design, testing, and refinement of customer surveys, feedback loops, and VoC programs.
• Partner with Marketing, Sales, Product, and Operations to align customer insights with business priorities.
• Design and facilitate training programs to instill customer-centric practices across the organization.

Qualifications & Competencies

• Bachelor’s degree in Marketing, Business, Management Information Systems, Industrial Engineering, or a related field (Master’s preferred).
• 7+ years of progressive experience in customer experience, service design, or related fields, with at least 3 years in a leadership role.
• Proven track record of developing and executing CX strategies, lifecycle management, and journey optimization.
• Strong expertise in journey mapping, design thinking, and customer research methodologies.
• Exceptional leadership, communication, and stakeholder management skills.
• Certification in CX (e.g., CCXP) or related fields is highly desirable.

Work Conditions
We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.