Customer Experience Director

Closing date: 13/08/2025

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 experience

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.