Head of Client Experience

About the role

As the Head of Client Experience for our Egypt‑based retail operations, you will lead the design and delivery of a seamless, customer‑centric journey across all touchpoints. You will be responsible for shaping strategy, driving innovation and ensuring the highest standards of service for our banking and fintech clients.

Key responsibilities

• Lead and mentor a high‑performing client experience team, fostering a culture of excellence.
• Develop and implement innovative, personalized customer experience strategies.
• Collaborate with cross‑functional teams to align CX initiatives with business objectives.
• Monitor and analyse customer feedback, identify improvement areas and implement solutions.
• Ensure compliance with regulatory requirements and industry best practices.
• Stay updated on industry trends and emerging technologies to enhance CX.
• Build and maintain strong relationships with senior management and key clients.
• Oversee the creation and delivery of CX training programs.
• Conduct regular performance evaluations and provide constructive feedback.

Required profile

• Minimum 15 years of experience in customer experience and contact‑center management, preferably in banking or fintech.
• Proven leadership ability to inspire and motivate diverse teams.
• Excellent communication and interpersonal skills with a customer‑centric mindset.
• Strong analytical and problem‑solving abilities, data‑driven decision making.
• Ability to work in a fast‑paced environment and manage multiple projects.
• Bachelor’s degree in Business Administration, Marketing or related field.

Required skills

• Experience with CRM systems and tools.