Associate Director, Customer Excellence

About the role

The Associate Director – Customer Excellence will lead the design, implementation and continuous improvement of customer‑centric strategies across Ooredoo Group. Reporting to the Head of CX, you will ensure that the Group’s customer experience framework is consistently applied across all operating companies, driving higher satisfaction, loyalty and business value.

Key responsibilities

• Support the Head of CX in shaping and executing the Group CX strategy, aligning it with overall business objectives.
• Design, develop and maintain Group-wide CX frameworks, methodologies and standards.
• Drive adoption of CX frameworks across operating companies, providing guidance and support for local execution.
• Lead multi‑country CX transformation initiatives, collaborating with cross‑functional stakeholders to deliver measurable improvements.
• Utilise customer feedback and data‑analytics mechanisms to assess service quality and foster innovation in customer interactions.
• Define, track and report on key performance indicators (KPIs) that measure CX improvements.
• Develop best‑practice guidelines, training programmes and performance measurement matrices for operating companies.
• Identify opportunities to re‑imagine physical and digital experiences through innovative solutions, working closely with IT and digital teams.

Required profile

• Significant leadership experience in customer experience, CX transformation or related fields.
• Proven ability to work across multiple countries and cultures, influencing senior stakeholders.
• Strong analytical mindset with experience leveraging data to drive decisions.
• Excellent communication and change‑management skills.

Required skills

• Experience with CX frameworks and methodologies.
• Ability to develop and implement performance measurement systems.
• Knowledge of digital and physical customer journey design.

What we offer

• Opportunity to shape CX strategy for a leading regional telecom group.
• Exposure to multi‑country projects and cross‑functional collaboration.
• Professional development programmes and a supportive work environment.