Job Overview

EXECUTIVE DIRECTOR – CUSTOMER SUCCESS & DIGITAL EXPERIENCE

Location: Muscat, Sultanate of Oman (Regional Customer Experience Centre)

Employment Type: Full-Time | Executive Appointment

Industry: Fintech | Digital Banking | Customer Experience | Financial Services | Product Innovation

Create Exceptional Financial Experiences That Inspire Customer Loyalty

An award-winning fintech organization is looking for a transformational Executive Director – Customer Success & Digital Experience to redefine how customers engage with digital financial products across the Gulf region.

As a member of the executive leadership team, you will lead enterprise customer strategy, elevate digital engagement, optimize service delivery, and create world-class experiences that strengthen customer trust and long-term loyalty.

This position requires an innovative leader capable of combining customer insights, financial technology, data intelligence, and operational excellence to deliver measurable business growth.

Leadership Responsibilities

Customer Experience Strategy

• Develop enterprise customer experience frameworks.
• Enhance digital banking journeys.
• Improve customer satisfaction and retention.
• Drive service innovation initiatives.

Operational Leadership

• Lead customer success operations.
• Establish service quality standards.
• Optimize omnichannel engagement.
• Improve customer lifecycle management.

Digital Innovation

• Introduce AI-powered customer support solutions.
• Improve personalization capabilities.
• Expand self-service financial platforms.
• Analyze customer behavior to guide product improvements.

Executive Collaboration

• Partner with technology and product leaders.
• Present customer performance insights to executive committees.
• Drive cross-functional transformation programs.
• Mentor regional leadership teams.

Required Qualifications

• Bachelor’s or Master’s Degree in Business Administration, Marketing, Finance, Customer Experience, or related discipline.
• 10+ years of leadership experience within fintech, banking, financial services, or digital platforms.
• Strong expertise in customer strategy and operational excellence.
• Excellent communication, leadership, and stakeholder management skills.

Core Skills

Customer Experience Strategy • Digital Banking • Customer Success Management • AI-Powered Support • CRM Platforms • Service Excellence • Business Intelligence • Financial Products • Data Analytics • Digital Transformation • Leadership Development

Executive Rewards

• Premium Executive Compensation
• Performance-Based Incentives
• Comprehensive Healthcare
• Housing Assistance
• Annual Leadership Retreats
• International Professional Development
• Family Benefits
• Executive Wellness Program
• Long-Term Career Advancement
• Generous Annual Leave

Shape the Future of Financial Innovation

Join a globally connected fintech organization where visionary leadership, technological excellence, and customer-centric innovation converge. These opportunities offer the chance to influence the future of financial services, lead high-performing international teams, and leave a lasting impact on one of the world’s fastest-growing fintech ecosystems.

Don’t miss the chance to make a difference in the fintech and FX industry!

 Apply now by clicking on the “Apply Now” button below. 

Let’s shape the future of finance together!

#EmploySolutionJobs #FXCareers.