Head of Customer Experience

Role Purpose

Lead and contribute to the strategic delivery and continuous enhancement of core functions within the Service and Customer Management Directorate, with a primary focus on Customer Experience, while supporting Management Systems, Operational and Process Excellence, and Service Excellence. Drive initiatives that elevate customer satisfaction, foster service innovation, and ensure alignment with organizational excellence standards.

Key Accountabilities & Activities

Customer Satisfaction

• Design, implement, and oversee a comprehensive customer feedback framework to drive continuous service improvement and elevate customer satisfaction across Aspire Logistics.
• Lead the AZF Centralized Call Center, ensuring operational efficiency, system functionality, and timely reporting of performance metrics to senior management.
• Plan and execute customer satisfaction initiatives—including surveys, focus groups, and workshops—to gather actionable insights on service performance and customer perceptions.
• Conduct process efficiency and satisfaction assessments to identify improvement opportunities in high-impact services and operations.
• Collaborate with service providers to align service enhancement initiatives with customer feedback and strategic priorities.
• Analyze customer feedback data and communicate insights to internal teams, service providers, and relevant stakeholders.
• Monitor internal customer expectations and proactively identify service delivery gaps to ensure alignment with organizational standards.
• Develop and manage a robust complaints management system to log, analyze, and resolve customer issues effectively and efficiently.
• Perform additional duties as assigned by the direct supervisor.

Service Enhancement

• Establish and strengthen relationships between AZF customers and AL service providers to foster trust, collaboration, and improved service experiences.
• Lead customer engagement initiatives in partnership with service providers and the Business Excellence Team.
• Develop and maintain a centralized customer database capturing key contact details, satisfaction levels, and service challenges to support strategic decision-making.

Service Level

• Collaborate with service providers and customers to develop Service Level Agreements (SLAs), define operational KPIs, and establish performance measurement and reporting processes.
• Monitor and review service provider performance against SLAs, ensuring transparency and accountability.
• Analyze key business data to identify trends and opportunities for performance improvement.

Policies and Procedures

• Provide training to staff on documentation standards, process improvement methodologies, change management, and quality/business excellence tools to enhance operational efficiency.
• Review and validate all policies and procedures prior to approval to ensure clarity, compliance, and alignment with IMS requirements.
• Identify and support quality and service improvement initiatives across departments.
• Facilitate the adoption of international best practices and ensure process interactions between stakeholders are optimized.
• Monitor the implementation of process changes and assess their impact as part of the change management process.
• Conduct benchmarking and research to inform continuous improvement efforts.

General Responsibilities

• Prepare regular progress reports on all assigned functions and strategic initiatives.
• Assume additional responsibilities as directed by the direct supervisor.
• Exercise authorities as defined in the organizational Authority Matrix.
• Contribute to the development and achievement of departmental objectives.
• Implement approved departmental policies, processes, and procedures to ensure consistent, high-quality service delivery aligned with organizational excellence standards.

Systems & Processes

• Implement approved departmental policies, procedures, and frameworks to ensure consistent, controlled, and high-quality execution of treasury operations, aligned with best-in-class service standards.
• Promote cost-effective utilization of financial and operational resources, minimizing waste and controlling unnecessary expenditures.
• Contribute to continuous improvement by sharing insights and recommendations to streamline treasury processes, enhance efficiency, and drive organizational performance.

HSE & Risk Management

• Adhere to all relevant QHSSE procedures, instructions and controls so that AZF provides a safe, world class, secure and environmentally responsible service to customers, the public and its own people
• Follow all relevant safety, quality and environmental management policies, procedures and controls to guarantee employee safety, delivery of high-quality products/services and a responsible environmental attitude

People Management

• Assist in the development plans and performance management of direct reports to meet the AZF objectives

Principles & Values

• Act consistently in accordance with clear ethics and values while utilizing diversity for the good of individuals and the organization

Other Responsibilities

• Assume or accept any other responsibilities as assigned by the direct supervisor within the position role and responsibility.

Qualifications/Requirements

Experience

• 12 years of experience of which 3 years should be in a similar position / responsibility, preferably in similar industry

Education and Certification

• Bachelor's degree in any business or quality related qualification
• Preferably with Professional Certification in similar field

Job specific Technical Skills

• Excellent customer service Skills-Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills
• Excellent problem-solving skills using quality tools and techniques.
• Excellent report and procedure writing skills
• Working knowledge of computer programs
• Working under pressure and ability to work well within a team.
• Strong tolerance and able to work under pressured environment
• Basic knowledge of applicable software to infer statistical data.
• Proficient in MS Office Applications.
• Hard working and outgoing with a dedicated mind set, customer focused with a team player mentality

Language

• Required – English (Proficient)
• Required – Arabic (Native )