About Huru:
Huru is a regulated fintech company licensed by the Central Bank of the UAE, building financial solutions that make banking and payments simpler, faster, and more accessible. We are on a mission to serve the underbanked workforce through cutting-edge payment products, payroll solutions, remittances, and embedded financial services.
As we continue to scale, we're looking for a Head of Customer Experience who can redefine how customers interact with Huru by combining exceptional customer-centric thinking with technology, automation, AI, and operational excellence.

Key Responsibilities
- Own the end-to-end Customer Experience strategy across all customer touchpoints, ensuring a seamless and consistent experience throughout the customer journey.
- Design and implement scalable customer support operations capable of supporting rapid business growth.
- Leverage AI, automation, and technology to transform customer support, reduce response times, improve resolution rates, and enhance customer satisfaction.
- Evaluate, implement,



and optimize AI-powered customer service solutions including chatbots, agent assist tools, knowledge management, workflow automation, and intelligent routing.
- Build a data-driven CX function by defining and monitoring KPIs such as CSAT, NPS, CES, SLA adherence, First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution (FCR), and customer retention.
- Partner closely with Product, Engineering, Operations, Compliance, Risk, Marketing, and Business teams to identify customer pain points and drive systemic improvements.
- Translate customer feedback into actionable product and operational enhancements.
- Build scalable self-service capabilities including help centres, FAQs, digital onboarding journeys, and customer education initiatives.
- Lead digital transformation initiatives that improve efficiency while maintaining high-quality customer interactions.
- Develop customer journey maps and identify opportunities to

📌 Head of Customer Service (GTB Nagar)
🏢 Huru
📍 GTB Nagar