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Head of Digital UX/CX

Date: 19-Jun-2019

Location: 01-Dubai, AE

Company: Majid Al Futtaim



Title: Head of Digital UX/CX

Division/Department: OmniChannel 

Reporting to: Chief Product Officer


Role Purpose:


The Head of Digital UX/CX is responsible driving user experience design from end-to-end, including discovery, ideation, conception, detailed design, prototypes and validation across multiple products and areas. The role holder is also responsible for influencing the creation, and designing and delivering elegant user experiences in collaboration with omni-channel and business stakeholders.


Role Details – Key Responsibilities and Accountabilities:


UX Integration into Digital Offerings and Products


  • Provide detailed strategy, oversight and guidance in order to ensure that the exact experience that is delivered to customers through our digital offerings
  • Oversee and monitor user experience across omni-channel and digital offerings, determine key success factors and provide regular recommendations on enhancements
  • Lead user research, personal development, usability testing, contextual inquiry, and task analysis
  • Develop, communicate and enforce user experience guidelines for each of our digital solutions
  • Champion user-centered design practices when solving design requests and challenges
  • Lead a team of UX/UI Designers in providing engaging and intuitive user experiences for digital products


Collaboration and Communication


  • Work closely with Product Managers and  Product Owners to understand digital product roadmaps and requirements, and ensure UX is tightly integrated into the roadmaps
  • Work with cross-functional product development teams to build designs that meet those requirements – including design specification documents, user flows, wireframes, prototypes, etc.
  • Work collaboratively with various stakeholders to create the ideal customer experience to maximize benefits in customer sentiment and behavior


Human Capital Responsibilities


  • Ensure the implementation of the performance management process
  • Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
  • Identify training needs and coordinate with the HC department to ensure facilitation of training requirements
  • Oversee the development and implementation of on the job-training
  • Ensure constant availability of the required competent staff to support the organization in meeting all its responsibilities, plans, and objectives
  • Provide inputs while developing MAF Retail’s corporate policies and relevant procedures, and monitor the implementation


Finance Responsibilities


  • Monitor allocated budget to ensure compliance and take corrective measures when necessary
  • Provide inputs on the development of annual budget
  • Review financial reports for accuracy and consistency
  • Develop necessary measures towards continuous reduction of the operational cost


Qualification, Experience & Skills:


Minimum Qualifications/education


  • Bachelor’s degree in Marketing, Design, or any other related field
  • Master’s Degree in the same field is preferred


Minimum experience


  • 10+ years in the retail business or closely related industry Extensive years design experience in a digital product environment
  • Experience in managing and leading a UX team, playing a senior role either as a Visual designer, Interaction Designer, or UX Researcher.
  • Have a proven and successful record of having delivered a product project, from the design stage all the way through to its launch




  • Profound experience of leading multiple agile product teams, designing quality consumer products, and a proven ability to coordinate cross-functional work teams to achieve objectives in line with overall business targets through technology
  • Entrepreneurial self-starter who is self-motivated, but also a team player with a professional presence
  • Well rounded user-centered design portfolio that spans some combination of web, mobile, tablet, TV, and wearables.
  • Graphical and Visual design skills, including hands on experience with diverse set of software such as Adobe suite, OmniGraffle, Balsamiq, Azure, or other tools for graphic design, visual design.
  • Experience in Design Research, conducting 1:1 qualitative user research, concept testing, usability testing and A/B testing
  • Knowledge of Agile software development process
  • English (Full professional proficiency - Required)
  • Arabic is an advantage