Vice President - CX Monitoring & Reporting

About the role

The Vice President – CX Monitoring & Reporting will lead the execution and oversight of strategic customer experience initiatives across Aldar Properties. This senior leader will ensure the company’s customer value proposition is embedded throughout the real‑estate portfolio and drive data‑informed improvements.

Key responsibilities

• Develop and execute the CX roadmap across Customer Management, Marketing, Brokers and Integrated Services, aligning with commercial objectives.
• Own end‑to‑end project management and governance for CX initiatives, ensuring timely delivery, resource alignment and KPI adherence.
• Consolidate and interpret VOC, NPS and CSAT insights to prioritize actions and influence senior leadership decisions.
• Track and govern departmental CX projects, ensuring cross‑functional alignment and accountability.
• Prepare and present executive‑level reports, dashboards and strategic updates, highlighting risks and opportunities.
• Facilitate journey‑mapping workshops to define and optimise key moments of truth and pain points.
• Govern and continuously enhance CX tools, frameworks and operating models for consistent experience delivery.
• Liaise with internal stakeholders to translate insights into actionable design, policy or service enhancements.

Required profile

• Minimum 10 years of experience in customer‑centric roles, preferably within real estate.
• At least 2 years of managerial experience leading multi‑disciplinary initiatives.
• Proven track record of influencing senior management and delivering complex projects.
• Strong analytical, strategic thinking and leadership capabilities.

Required skills

• Salesforce
• NPS
• Qualtrics
• Tableau
• Project Management Systems
• Customer journey mapping
• VOC (Voice of Customer) analysis