Chief Experience Officer

Oman Investment Authority

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

1. Experience Strategy & Vision

Develop and implement a comprehensive Experience Strategy aligned with the company s vision, brand, and development objectives.

Champion a culture of customer-centricity across all departments, ensuring the experience perspective is embedded in design, development, marketing, operations, and asset management.

Define and monitor key performance indicators (KPIs) to measure customer satisfaction, engagement, and loyalty.

2. Customer Journey & Brand Alignment

Map and continuously refine the end-to-end customer journey for various user groups (residents, tenants, visitors, investors, etc.).

Collaborate with design, development, and operations teams to ensure spaces, amenities, and services are optimized for human experience, comfort, and emotional connection.

Oversee the brand experience, ensuring consistency of tone, design, service delivery, and communication across physical and digital platforms.

3. Experience Innovation

Lead initiatives that leverage digital tools, smart technologies, and data analytics to enhance user engagement, convenience, and personalization.

Explore innovative partnerships (e.g., mobility, sustainability, hospitality, F&B, entertainment) that enrich the lifestyle ecosystem of the developments.

Stay abreast of global trends in placemaking, smart cities, sustainability, and experiential design to position the company as a market leader.

4. Operations & Service Excellence

Lead the property management, hospitality, and retail teams to ensure service delivery meets brand standards and operational excellence.

Build action plans that drive attendance and build earned revenue support.

Analyze attendance and revenue results and forecast annual and long-term projections for use in organizational financial planning. Ensure planning is data-driven and use research techniques to evaluate success and report regularly to peers, staff, and board on the tangible results of program efforts.

Establish feedback systems and customer listening programs to identify and resolve pain points across the development.

Drive training and development programs to instill a strong service culture among all front-line teams and partners.

Oversee operational budgeting and asset management planning for all operated assets including both operations, upgrades, and staffing.

5. Stakeholder & Community Engagement

Engage with key stakeholders government entities, tenants, residents, and community partners to co-create and sustain a thriving, inclusive destination.

Lead community activation, cultural programming, and lifestyle events that enhance engagement and brand perception.

Represent the company in industry forums, media, and community events as the ambassador of the brand experience.