Head of Customer Journey Centre of Excellence

About the role

We are looking for an experienced senior leader to head the Customer Journey Centre of Excellence for a leading UAE financial institution. This role will shape the strategic direction and execution of enterprise‑wide customer experience transformation, reporting to executive leadership.

Key responsibilities

• Lead and develop a team of 30+ specialists in Service Design, Experience Design, Journey Management and Transformation.
• Define and execute the enterprise Customer Journey strategy aligned with business objectives.
• Establish best‑practice frameworks for service and experience design, journey mapping and customer‑centric transformation.
• Design operating and delivery models that ensure consistent experiences across all channels.
• Partner with digital, technology and operations teams to redesign complex end‑to‑end journeys.
• Influence Board, C‑suite and executive stakeholders on strategy, investment and transformation initiatives.
• Drive organisational change by embedding customer‑centric thinking and governance.
• Measure journey performance, customer outcomes and business value.

Required profile

• Significant leadership experience in Banking or Financial Services.
• Proven track record leading a Customer Journey, Customer Experience or Service Design Centre of Excellence.
• Experience managing and developing teams of 20‑30+ professionals.
• Demonstrated success delivering large‑scale enterprise transformation programmes.

Required skills

• Customer Journey Management
• Service Design
• Experience Design (UX/CX)
• Operating Model Design
• Delivery Model Design
• Customer Transformation