Assistant Vice President

Roles and ResponsibilitiesUncover unique and compelling business insightsUtilize multiple sources of data to derive key insights into business performance, engagement, and satisfaction to inform future CX transformation initiatives.Develop a deep understanding of Aldar's customer expectations and behaviors and translating these into actionable recommendations that meet their evolving needs.Regularly assess Aldar's CX initiatives against industry benchmarks and global best practices to ensure competitive differentiation.Lead the strategic creation of new CX Transformation initiativesApply a structured, data-driven approach to turn customer needs, technical requirements, and business objectives into transformative CX improvement actions.Support the creation of Aldar's CX strategy and spearhead its implementation.Drive the creation and redesign of cutting-edge business-specific customer journeys that increase customer engagement, satisfaction, and retention.Recommend cost-effective process and policy improvements that enhance overall CX performance.Set yearly customer experience targets for all the businesses and touchpoints to be integrated into the scorecards (NPS).Execute and monitor strategic CX Transformation initiativesDevelop and prioritize implementation roadmaps, guiding business units in successfully delivering new initiatives.Support in planning and managing omnichannel annual customer communications.Establish and monitor continuous feedback loops to ensure the successful implementation of strategic initiatives.Oversee the entire initiative lifecycle, from ideation to launch, use, and growth.Communicate initiative progress and performance metrics regularly to senior management, c-suite, and board stakeholders.Champion the CX mindset across the organization, driving alignment and change across all business units.Qualification And ExperienceRELATED YEAR OF EXPERIENCE:
Min of 8+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Product Management, or related field.FIELD OF EXPERIENCE:
Real Estate, Hospitality and Education sector experienceProven track record of effectively dealing with senior management.Technical And Interpersonal SkillsAnalytical and entrepreneurial mindset with a strong grounding in customer strategy, customer insights, net promoter score, and digital transformation.Strong knowledge of CX standards, CX trends, and CX delivery.Strategic thinker with a track record of CX, Product, and Service innovation.Strong conflict resolution/management skills.Exceptional Excel data analysis, PowerPoint presentation, and business writing skills to communicate complex initiatives clearly and persuasively.Ability to build and maintain strong internal and external relationships.Ability to work cross-functionally with teams to execute initiatives.Experience in using analytical tools, such as Tableau (preferred).Excellent communication skills - written and spoken English is essential (Arabic preferred).Desired Candidate ProfileAn Assistant Vice President (AVP) typically holds a leadership role in various sectors, such as finance, marketing, or operations.
Here are key responsibilities and skills associated with this position:
ResponsibilitiesStrategic Planning:
Assisting in the development and execution of departmental strategies aligned with organizational goals.Team Leadership:
Managing and mentoring team members, fostering professional development and collaboration.Project Management:
Overseeing key projects, ensuring they are completed on time and within budget.Stakeholder Communication:
Serving as a liaison between upper management and team members, facilitating clear communication.Performance Monitoring:
Analyzing team performance metrics and reporting to senior leadership, recommending improvements as needed.Budget Management:
Assisting in the preparation and management of budgets for the department.Risk Management:
Identifying potential risks and developing strategies to mitigate them.Policy Development:
Contributing to the creation and implementation of policies and procedures.Market Analysis:
Conducting market research to inform strategic decisions and identify opportunities for growth.Collaboration:
Working with cross-functional teams to align efforts and achieve common goals.
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