Global Head of Customer Experience

Role Overview

We are seeking an experienced Global Head of Customer Experience to lead the customer experience strategy across an international telecommunications business.

Based in Dubai, you will own the global customer experience framework, identifying and addressing friction across the customer lifecycle—from discovery, purchase and activation through everyday usage, support, renewal and retention.

You will translate customer insight into measurable improvements in service, digital journeys and operational delivery. Working closely with country leadership, Commercial, Product, Technology, Digital and Customer Operations, you will establish consistent standards while addressing local market needs.

This role requires a hands-on leader with direct experience improving customer experience within an MNO or MVNO.

Key Responsibilities

Global Customer Experience Strategy

• Define and deliver the global customer experience strategy, roadmap and operating framework.
• Establish customer experience standards across markets, channels and service partners.
• Prioritise improvements based on customer impact, commercial value and delivery feasibility.
• Lead regular market reviews, with clear ownership and accountability for improvement plans.

Customer Journey Transformation

• Map and improve priority journeys across prepaid, postpaid, SIM and eSIM services.
• Address friction in purchase, identity verification, number porting, activation, onboarding, recharge, billing, roaming and cancellation.
• Improve consistency across apps, websites, retail outlets, dealer networks, contact centres and messaging channels.
• Work with Product and Technology teams to resolve underlying causes of poor experiences.

Voice of the Customer and Insight

• Establish a global voice of the customer programme combining surveys, complaints, customer research, social feedback and operational data.
• Own the measurement framework for NPS, customer satisfaction and customer effort.
• Introduce feedback processes that ensure dissatisfied customers receive appropriate follow-up.
• Translate insight into prioritised actions and track whether changes improve customer outcomes.

Customer Service and Complaint Improvement

• Work with country customer service leaders to improve resolution quality, response times and consistency.
• Reduce repeat contacts, unresolved complaints and avoidable escalations.
• Establish service recovery standards and clear escalation routes.
• Partner with Legal and Regulatory teams to ensure customer journeys and complaint handling meet local requirements.

Digital Experience and Self-Service

• Partner with Digital and Product teams to improve app and website usability, accessibility and journey completion.
• Increase successful self-service adoption while maintaining access to effective human support.
• Introduce automation and AI where they improve accuracy, resolution and customer satisfaction.
• Ensure customers can move between channels without losing context or repeating information.

Retention and Commercial Impact

• Work with CVM and Commercial teams to identify experience-related drivers of churn.
• Improve early-life customer experience, service recovery and renewal journeys.
• Connect customer experience improvements to retention, customer lifetime value and cost to serve.
• Balance operational efficiency with service quality and customer trust.

Leadership and Governance

• Lead the global CX function and coordinate delivery through country teams.
• Establish a regular customer experience forum across business functions.
• Build customer-focused behaviours through training, coaching and performance objectives.
• Manage CX budgets, research partners and relevant technology providers.

Experience and Qualifications

• Typically 15+ years of relevant experience , including substantial senior leadership responsibility in customer experience or customer transformation.
• Direct MNO or MVNO experience is essential.
• Proven delivery of customer experience improvements across multiple countries.
• Strong understanding of mobile customer journeys, including activation, porting, recharge, billing, roaming and customer support.
• Demonstrated success improving customer satisfaction, reducing customer effort and addressing experience-related churn.
• Experience translating customer research and operational data into practical business changes.
• Strong cross-functional leadership, with the ability to influence country heads and senior commercial and technology stakeholders.
• Experience with CX measurement, journey mapping, CRM and customer service platforms.
• Degree in Business, Marketing, Technology or a related discipline; relevant postgraduate or professional qualifications are advantageous.

Candidate Profile

You will combine customer empathy with analytical judgement and operational discipline. You must be able to identify why customers experience problems, secure commitment across functions and deliver improvements at scale.

Your track record should demonstrate ownership of customer journeys and business change beyond contact centre management alone, with clear evidence of sustained customer and commercial results.

Measures of Success

• Improved NPS, customer satisfaction and customer effort scores.
• Higher activation success and better onboarding completion.
• Fewer complaints, repeat contacts and unresolved issues.
• Improved first-contact resolution and time to resolution.
• Greater successful use of digital self-service.
• Reduced experience-related churn and improved retention.
• Lower cost to serve alongside maintained or improved service quality.