Brainlake Advertising LLC
CX Strategy Lead

Abu Dhabi - United Arab Emirates
About The Job
We are seeking a CX Strategy Lead to lead the rollout and implementation of a Customer Experience strategy for a high-impact client in the industrial real estate and economic zone development sector. This role focuses on activating a CX mandate, establishing governance, designing VoC frameworks, and embedding customer-centric practices across the organization. You will guide the organization through persona mapping, journey design, metric definition, and long-term CX operationalization.
What You’ll Do
CX Strategy Implementation: Translate strategic CX direction into actionable roadmaps and frameworks.
Voice of Customer (VoC): Design and implement VoC systems to gather, analyze, and act on customer feedback.
CX Mandate Activation: Define and embed the CX mandate within internal teams, processes, and culture.
Governance Model Rollout: Establish structures for accountability, ownership, and decision-making in CX delivery.
Persona & Journey Mapping: Create detailed customer personas and design end-to-end journeys across key touchpoints.
CX Metrics & KPIs: Develop and track measurable CX indicators (NPS, CSAT, CES, etc.) to evaluate performance.
Stakeholder Engagement: Align executive and operational teams around the CX vision and roadmap.
CX Operationalization: Integrate CX into daily operations, employee KPIs, and service delivery mechanisms.
Requirements
8–15 years of experience in CX strategy, transformation, or consulting.
Demonstrated success in leading large-scale CX implementation projects.
Expertise in Voice of Customer frameworks, journey mapping, and CX measurement.
Experience in real estate, urban planning, housing, or economic zone/city development sectors.
Excellent facilitation and communication skills with executive stakeholders.
A strategic thinker with a hands-on approach to execution.
A passion for embedding customer-centric thinking across complex organizations.