Customer Experience Director

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Customer Experience Director

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Closing date: 13/08/2025

Number of positions: 1

Recruiter name: Fatma Alharthi

Reference number: 62384

Mediclinic Corporate Office Dubai | Dubai | United Arab Emirates

MAIN PURPOSE OF JOB

To develop and execute customer experience (CX) strategy across Mediclinic Middle East, ensuring seamless, hospitality-inspired, personalized and emotionally intelligent experiences across all patients, family, and visitor touchpoints. This role (based in Dubai) acts as a strategic integrator and senior practitioner of the Voice of the Customer (VoC), shaping the strategic direction, translating insights into tangible improvements, influencing functional priorities, and embedding a patient-first culture across the organization, driving long-term customer loyalty through a holistic VoC approach.

KEY RESPONSIBILITY AREAS

• Lead the development and implementation of a customer experience strategy aligned with business goals and desired patient outcomes.
• Lead the establishment and scaling of VoC programmes across the group to capture feedback continuously and ensure insights are actioned to drive tangible improvements, across multiple functions and service lines.
• Lead service design initiatives to improve or transform touchpoints (digital, clinical, operational and human).
• Report on progress and use data to influence executive decision-making.
• Align team objectives and deliverables to organisational goals.
• Drive staff development through Personal Development Plans (PDPs) and upskilling.
• Upskill stakeholders on CX mindset and service behaviours.
• Build and nurture strategic relationships with cross-functional internal and external stakeholders to embed CX.
• Collaborate with product, digital and operations teams to co-create new customer experien
  
  

Required Education

Post Bachelors’ qualification with demonstration of continuous learning

Required Experience

8–10 years relevant experience, including at least 3 years in a leadership capacity

Required Job Skills And Knowledge

• Client experience and skills within a large, complex organisation
• Ability to develop and implement comprehensive e-commerce strategies and to manage and optimise e-commerce platform to improve user experience and optimize overall performance.
  
  

All applicants will be considered, with the understanding that preference will be given to the designated groups in accordance with the United Arab Emirates Emiratization Program. If you wish to grow with us, apply now and become a part of the Mediclinic Middle East Family

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