Head - Customer Experience

Job Description

Aldar Education is currently seeking an outstanding Head - Customer Experience.

As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community, from nursery through to adult education. We offer the broadest choice of curricula. In the largest number of locations in Abu Dhabi.

Starting with one school and 250 students in 2007, Aldar Education has grown into a highly sought after education provider, now supporting over 38,000 students in 31 schools and a growing network of almost 5000 educators, with over 100 nationalities, offering a wide range of curricula and ancillary services such as a Teacher Training Academy.

Working collaboratively, our education network’s purpose is to empower the next generation to shape our future, directly supporting the educational goals of Abu Dhabi’s government. Today, Aldar Education’s efforts are guided by the Abu Dhabi Economic Vision 2030 plan, which aims to build a sustainable knowledge-based economy through premium education.

The Head - Customer Experience will lead the development and implementation of Aldar Education’s customer experience (CX) strategy across all schools, focusing on the end-to-end parent and student journey. Set CX vision, standards, and tools that support enrolment growth, improve satisfaction, and enhance retention. Act as the central point for CX design, governance, and digital enablement, working closely with Strategy, Marketing, Enrolments, and Operations.

Responsibilities

Main Duties

• Design and govern the CX strategy, frameworks, and service architecture across all stages of the parent journey (from inquiry to re-enrolment) – CX Strategist & Architect
• Map end-to-end customer journeys, identify experience gaps, and define standards for each stage
• Develop and maintain the CX Playbook, SOPs, SLAs, and escalation protocols for schools and HQ functions
• Set and monitor experience KPIs (NPS, CSAT, referral, retention), and establish a closed-loop feedback model to drive improvements
• Build and roll out CX training frameworks for FOH staff, PREs, and school leadership in coordination with CX Academy or Aldar Training Academy
• Partner with Digital to identify and implement customer-facing tools (CRM, AI, automation, WhatsApp, ticketing)
• Ensure alignment across CX, Marketing, Admissions, Enrolments, and School Ops to deliver a consistent experience
• Track complaints and escalations, lead root cause analysis, and define protocols for systemic issue resolution
• Stay current on K–12 and sector-wide CX trends, translating them into actionable improvements
• Serve as Aldar Education’s internal CX advisor, building cross-functional buy-in and coaching leaders on CX excellence
  
  
  

Specific Duties

• Lead the rollout and evolution of Aldar Education’s new CX operating model, including governance, structure, and accountability
• Drive the redesign of key customer journeys (e.g. onboarding, re-enrolment, complaints) based on feedback from parents, PREs, and school leaders
• Support and oversee experience pilots (e.g. loyalty model, concierge PRE model, call “centerless”)
• Coordinate the integration of CX tools with the Digital team
• Oversee parent/student insight programs and voice-of-customer initiatives to inform service improvement
• Manage delivery and compliance of CX governance policies, escalation guidelines, and service standards
• Contribute to performance reporting for senior leadership and organize forums to co-create CX solutions with key stakeholders)
  
  
  

Qualifications

Minimum Qualifications

• Bachelor’s degree in business, Marketing, Education Management, or related field
• Master’s or CX certification (e.g. CCXP) preferred
  
  
  

Minimum Experience

• 8+ years in CX, service excellence, or customer strategy roles
• Experience in K–12 or premium service environments strongly preferred
• Proven leadership of cross-functional projects and small teams
  
  
  

Job Specific Knowledge & Skills

• Strong CX strategy and service design expertise (journeys, playbooks, SOPs)
• Advanced analytical skills (NPS, CSAT, feedback, insights)
• Experience with CX tech (CRM, survey platforms, dashboards, journey tools)
• Digital-first mindset; comfortable with AI tools and automation in CX
• Knowledge of school operations and parent/student experience lifecycle
• Excellent communicator (fluent in English is mandatory, Arabic is preferred); able to influence without authority
• Strong project and change management capabilities
• High emotional intelligence and customer-centric mindset
• Continuous improvement orientation; externally aware of CX trends
  
  
  

What We Offer

Aldar Education offers an attractive remuneration package including medical & life insurance, flights, and education benefits. Our employees have access to a wide network of professionals and opportunities to lead and contribute to training others as well as developing themselves.

Aldar Education is keen to hear from like-minded, forward-thinking leaders who would welcome the challenges and opportunities that we have to offer.

This job description is not all-inclusive. Aldar Education reserves the right to amend this job description at any time. We are an equal opportunity employer, committed to a diverse and inclusive work environment. We are also mindful of our national development strategy and encourage UAE Nationals to join our company.

Aldar Education is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Offers of appointment are subject to satisfactory references and police clearance.