Latinum HR Solutions is recruiting on behalf of a leading organisation in Dubai for an experienced Senior Manager of Customer Experience to lead customer journey transformation, service excellence, and experience optimisation initiatives. In today's competitive market, customer experience stands as one of the strongest drivers of growth, loyalty, and brand reputation, and this role offers a high-impact opportunity to shape that strategy at an executive level. This is an excellent opportunity for a seasoned CX leader within the banking, retail, hospitality, or telecommunications sectors who is ready to take ownership of a transformation agenda with real organisational visibility.

In this role, you will lead the organisation's customer experience strategy and transformation roadmap from end to end. You will analyse customer journeys to identify opportunities for improving satisfaction, retention, and loyalty, and develop customer experience frameworks, service standards, and performance metrics that drive measurable outcomes. Your responsibilities will include driving voice of customer, NPS, and broader feedback and service improvement programs, while partnering closely with Operations, Digital, Marketing, and Business teams to enhance customer interactions across every touchpoint. You will also develop dashboards and reporting mechanisms to track customer experience outcomes and lead customer-centric transformation and service excellence initiatives across the organisation.

The ideal candidate brings eight to twelve years of experience in customer experience, service excellence, customer journey management, operations, or business transformation roles. You have a proven track record of improving customer satisfaction, service delivery, and operational performance, along with a strong understanding of NPS, voice of customer methodologies, customer analytics, and experience design. Excellent stakeholder management and leadership capabilities are essential, as is strong analytical and problem-solving ability. UAE experience is mandatory for this role.

This position offers the opportunity to shape the customer experience strategy of a leading organisation, with a high-impact role that carries visibility across both business and executive leadership teams. You will gain meaningful exposure to digital transformation and customer-centric innovation initiatives, alongside attractive compensation and genuine long-term career growth opportunities.

Salary:
AED 30,000 to 35,000 per month

Apply Now:
To apply, share your CV to jobs@latinumhr.com
When submitting your application, please use the subject line Senior Manager – Customer Experience (CX) | Dubai. Ensure your CV clearly highlights your experience leading CX strategy and transformation initiatives, your background in banking, retail, hospitality, or telecommunications, and your track record with NPS, VOC, and customer analytics programs. Your cover letter should explain why you are the right fit for the Senior Manager Customer Experience role and reflect your UAE market experience specifically. Feel free to forward this opportunity to anyone in your network who may be a strong fit.

About Us:
Latinum HR Solutions is a digital growth partner that has been at the heart of innovation in the recruitment space since 2014, supporting everything from startup journeys to unicorn success stories and driving digital transformation for governments and global organisations. The firm operates with offices across India and the UAE, positioning itself as a match-maker within the recruitment industry to ensure clients find the right candidate for every requirement. Latinum has built a strong track record and high competency in hiring across the Information Technology, ITES, and BFSI sectors, with particular expertise in middle and senior-level hiring for niche skill sets at some of the biggest names in the industry. The team places strong emphasis on candidate experience as well, ensuring timely feedback and a smooth interview and induction process, and is known for never leaving candidates without a response. Clients have praised Latinum for the high fitment and quality of its placements, its personal consultation at every stage, quick turnaround time, and consistently high standard of professionalism.