Head of Customer Experience

As we continue to scale, we're looking for a Head of Customer Experience who can redefine how customers interact with Huru by combining exceptional customer-centric thinking with technology, automation, AI, and operational excellence.

Responsibilities:

• Own the end-to-end customer experience strategy across all customer touchpoints, ensuring a seamless and consistent experience throughout the customer journey.
• Design and implement scalable customer support operations capable of supporting rapid business growth.
• Leverage AI, automation, and technology to transform customer support, reduce response times, improve resolution rates, and enhance customer satisfaction.
• Evaluate, implement, and optimize AI-powered customer service solutions, including chatbots, agent assist tools, knowledge management, workflow automation, and intelligent routing.
• Build a data-driven CX function by defining and monitoring KPIs such as CSAT, NPS, CES, SLA adherence, First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution (FCR), and customer retention.
• Partner closely with Product, Engineering, Operations, Compliance, Risk, Marketing, and Business teams to identify customer pain points and drive systemic improvements.
• Translate customer feedback into actionable product and operational enhancements.
• Build scalable self-service capabilities, including help centers, FAQs, digital onboarding journeys, and customer education initiatives.
• Lead digital transformation initiatives that improve efficiency while maintaining high-quality customer interactions.
• Develop customer journey maps and identify opportunities to eliminate friction through process redesign and automation.
• Build, lead, coach, and develop a high-performing customer experience team across multiple channels.
• Establish quality assurance frameworks, coaching programs, and continuous improvement initiatives.
• Drive workforce planning, productivity management, and service capacity forecasting.
• Manage vendor relationships for customer support technologies and outsourced operations where applicable.
• Ensure customer support operations comply with regulatory requirements, internal policies, and data privacy standards.
• Prepare regular management reports and present customer insights, operational performance, and strategic recommendations to senior leadership.

Requirements:

• Bachelor's degree in business, technology, engineering, or a related discipline. A master's degree is an advantage.
• 10+ years of progressive experience in customer experience, customer support, customer operations, or service delivery, with at least 5 years in a leadership role.
• Proven experience leading customer experience transformation within fintech, banking, payments, telecom, e-commerce, or other high-growth technology businesses.
• Demonstrated success implementing AI-driven customer service solutions and automation platforms.
• Strong understanding of CRM platforms such as Salesforce, Zendesk, Freshdesk, Intercom, HubSpot, or similar customer engagement technologies.
• Experience implementing conversational AI, workflow automation, knowledge management systems, and analytics platforms.
• Strong analytical mindset with experience using customer data to drive business decisions.
• Excellent stakeholder management skills with the ability to influence cross-functional teams.
• Experience building high-performing customer support organizations from the ground up is highly preferred.
• Knowledge of UAE financial services regulations and payments ecosystem would be an advantage.