Customer Experience Senior Manager

Who Are We

HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.

Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.

Key Responsibilities

CX Strategy & Leadership

• Define and lead the enterprise-wide CX vision, strategy, and roadmap aligned with business objectives.
• Establish and monitor KPIs to measure customer satisfaction, loyalty, and lifetime value.
• Serve as advocate for the customer, ensuring CX principles are embedded in all business decisions.

Customer Lifecycle Management

• Own the end-to-end customer lifecycle, from onboarding to renewal and advocacy.
• Develop and implement retention, loyalty, and advocacy programs that maximize customer lifetime value.
• Identify friction points and design proactive interventions to reduce churn and improve engagement.

Journey Management & Design Thinking

• Map, analyze, and continuously optimize customer journeys across all channels and touchpoints.
• Apply design thinking methodologies to co-create innovative solutions with customers and internal teams.
• Drive service design initiatives that deliver seamless, personalized, and scalable experiences.

Voice of the Customer (VoC) & Insights

• Lead the design, testing, and refinement of customer surveys, feedback loops, and VoC programs.
• Translate customer insights into actionable strategies for product, service, and process improvements.
• Benchmark customer satisfaction and loyalty metrics against industry standards to assess performance.

Cross-Functional Collaboration

• Partner with Marketing, Sales, Product, and Operations to align customer insights with business priorities.
• Influence product roadmaps and service delivery models based on customer journey analytics.
• Build and mentor a high-performing CX team with expertise in research, analytics, and experience design.

Culture & Capability Building

• Design and facilitate training programs to instill customer-centric practices across the organization.
• Provide tools, resources, and communication strategies to empower employees to deliver exceptional experiences.
• Foster a culture of continuous improvement, experimentation, and customer-centric innovation.

Qualifications & Competencies

• Bachelor’s degree in Marketing, Business, Management Information Systems, Industrial Engineering, or a related field (Master’s preferred).
• 7+ years of progressive experience in customer experience, service design, or related fields, with at least 3 years in a leadership role.
• Proven track record of developing and executing CX strategies, lifecycle management, and journey optimization.
• Strong expertise in journey mapping, design thinking, and customer research methodologies.
• Demonstrated ability to influence at the executive level and drive cross-functional alignment.
• Exceptional leadership, communication, and stakeholder management skills.
• Data-driven mindset with proficiency in CX analytics, CRM platforms, and customer feedback tools.
• Familiar with customer engagement platforms
• Certification in CX (e.g., CCXP) or related fields is highly desirable.
• Experience in fintech or other fast-paced, customer-centric industries is a strong plus.

• We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
• You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.