Digital Care Director (UAE National)

About the role

The Digital Care Director will lead the strategy and execution of digital customer care services for du, ensuring cutting‑edge, technology‑driven solutions that enhance customer experience across all digital channels.

Key responsibilities

• Develop short‑ and long‑term digital care strategy aligned with overall corporate goals.
• Design and launch innovative customer access channels, including mobile app and self‑care platforms.
• Establish service level agreements with internal departments to guarantee efficient resolution of requests and complaints.
• Drive best‑practice digital initiatives, set KPIs, and monitor performance against targets.
• Analyse customer behaviour data to improve service quality and create a roadmap for continuous improvement.
• Produce regular operational reports and feedback for senior management.
• Define and implement methodologies for NPS, customer satisfaction, and Voice‑of‑Customer programs.
• Oversee day‑to‑day digital care operations, ensuring alignment with company and customer expectations.
• Introduce new technologies and channels to maximise operational efficiency.
• Ensure comprehensive training for digital care staff on products, services, and problem‑resolution techniques.
• Lead employee engagement, recognition, and performance‑driving initiatives.
• Manage, motivate, develop, and appraise the digital care team.
• Plan, monitor, and control the department budget.

Required profile

• UAE National with a valid Family Book.
• Minimum 10 years (120 months) of relevant experience in digital customer care or related fields.
• Proven ability to develop and execute digital service strategies.
• Strong leadership and team‑management capabilities.
• Experience managing budgets and cross‑functional relationships.

Required skills

• NPS programs
• Omni‑channel service delivery
• Self‑care platforms management
• Customer satisfaction management