Head of CX

Other Positions

Dubai

September 22, 2026

Application ends: December 21, 2026

REQUIREMENTS

Has 5+ years of experience in Customer Experience or a similar function, including team leadership in fintech, lending, payments, banking, or B2B financial services.
Has experience building or scaling CX processes in a start-up or fast-growing company.
Highly customer-oriented, while still being structured and commercially minded.
Experienced with CRM, ticketing, workflow automation, and customer support tools. Has strong analytical and problem-solving skills and is comfortable working with KPIs and operational data.
Can identify inefficiencies and turn messy processes into clear, scalable workflows.
Comfortable working across multiple teams and driving projects without waiting for perfect instructions.
Proactive, hands-on, and comfortable working in a rapidly changing environment.
Experience working in the UAE or wider MENA market.
Excellent written and verbal communication skills in English.
Nice to Have
Experience with SME or B2B customers.
Experience with CRM, ticketing, workflow automation, and customer support tools.
Experience implementing AI or automation into CX processes.
Experience working in the UAE or wider MENA market.

RESPONSIBILITES

Own the end-to-end customer journey, from onboarding to active usage and ongoing support.
Lead and develop the CX team, setting clear responsibilities, KPIs, service standards, and performance expectations.
Improve onboarding and activation, identifying bottlenecks and reducing the time and effort required for customers to start using Comfi.
Build scalable CX processes that can support rapid growth without sacrificing service quality.
Own customer support quality and SLAs, ensuring issues are handled quickly, clearly, and professionally.
Track CX performance through data, including response times, onboarding conversion, customer satisfaction, retention, recurring issues, and other key metrics.
Identify recurring customer pain points and work with Product and Tech teams to fix root causes rather than repeatedly solving the same problems manually.
Work cross-functionally with Sales, Risk, Finance, Product, and Collections to ensure smooth customer handovers and clear ownership at every stage.
Build customer feedback loops and turn feedback into actionable improvements.
Introduce automation and AI tools where they can improve speed, consistency, and team productivity.
Support new products and markets, designing CX processes that can scale as our client expands.