Head of Customer Experience (FinTech) – Dubai

About the role

Comfi is a fast‑growing FinTech providing working‑capital solutions to SMEs across the Middle East. We are seeking a Head of Customer Experience to own the full customer journey—from onboarding to ongoing support—and to lead a high‑performing CX team in Dubai.

Key responsibilities

• Own the end‑to‑end customer journey, from onboarding to active usage and ongoing support.
• Lead, coach and scale the CX team, defining KPIs, service standards and performance expectations.
• Identify and remove bottlenecks in onboarding and activation to accelerate time‑to‑value for customers.
• Design and implement scalable CX processes that support rapid growth while maintaining quality.
• Maintain support quality and SLAs, ensuring fast, clear, professional issue resolution.
• Track CX performance through metrics such as response times, conversion, satisfaction, retention and recurring issues.
• Collaborate with Product, Tech, Sales, Risk, Finance and Collections to create seamless handovers and resolve root‑cause problems.
• Introduce automation and AI tools to improve speed, consistency and team productivity.

Required profile

• 5+ years of experience in Customer Experience or a similar function, with leadership in fintech, lending, payments, banking or B2B financial services.
• Proven track record building or scaling CX processes in a start‑up or fast‑growing environment.
• Strong analytical and problem‑solving abilities, comfortable working with KPIs and operational data.
• Hands‑on, proactive attitude and ability to drive projects across multiple teams without waiting for perfect instructions.
• Experience working in the UAE or broader MENA market.
• Excellent written and verbal communication skills in English.

Required skills

• Experience with CRM, ticketing and workflow‑automation tools.
• Ability to leverage data to improve processes and customer outcomes.

What we offer

• Competitive salary
• Visa sponsorship
• Medical insurance