Overview
Head of Engineering – Customer Experience Jobs in Dubai, UAE/Dubai at noon
We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Head of noon Customer Experience Technology who can help us move even faster.
noon’s mission:
Every door, every day.
What you’ll do:
Team noon has some of the fastest, smartest, and hardest-working people we’ve encountered. With a young, aggressive, and talented team, we’re driving major missions forward.
As the Head of noon Customer Experience Tech, you will own the end-to-end technical strategy and execution for Customer Experience across noon’s marketplaces. You will lead a cross-functional organization spanning engineering, product management, and program management — responsible for the backend systems, customer-facing UI, ticketing platforms, and chatbot experiences that define how noon supports its customers at scale.
This is a senior leadership role with high ownership. You will set technical direction, drive execution across frontend and backend engineering, and build the team and culture required to deliver world-class customer experience technology across the region.
Customer Experience Technical Strategy & Execution
- Define and drive the technical strategy for Customer Experience across all noon marketplaces, ensuring alignment with business goals and customer experience targets.
- Own the full technology stack powering customer experience — including backend systems, ticketing infrastructure, customer-facing UI, and AI-powered chatbot(s).
- Translate ambiguous, zero-to-one problems into clear technical roadmaps with measurable outcomes and well-defined success criteria.
- Collaborate closely with business, operations, and customer experience leaders to identify opportunities where technology can unlock disproportionate impact.
Systems, Platforms & Infrastructure
- Architect and evolve reliable, scalable backend systems and APIs that power ticketing workflows, agent tools, and self-service customer experiences.
- Drive the design and continuous improvement of chatbot and conversational AI systems, leveraging modern NLP, LLM, and generative AI capabilities.
- Ensure all customer experience platforms meet high bars for observability, reliability, and performance.
- Establish and maintain engineering best practices across CI/CD, testing, monitoring, and incident response for all customer experience technology.
Cross-Functional Leadership & Team Building
- Lead and grow a cross-functional organization spanning frontend engineering, backend engineering, product management, and program management.
- Hire, mentor, and develop senior technical and product talent to build a high-performing, deeply collaborative team.
- Drive cross-team coordination, architecture decisions, documentation, and open knowledge sharing across noon’s broader engineering organization.
- Partner with noon stakeholders across operations, logistics, and marketplace teams to ensure customer experience technology delivers measurable business value.
What you’ll need:
- 10+ years of experience in software engineering, with at least 5 years in a leadership role directly relevant to customer experience technology, support platforms, or a similar domain.
- Proven track record of leading cross-functional technical teams across frontend, backend, product management, and program management.
- Deep experience designing and operating large-scale backend systems, APIs, and distributed services in a cloud environment (AWS, GCP, or Azure).
- Strong understanding of modern frontend technologies and customer-facing UI/UX best practices.
- Experience building or overseeing ticketing systems, CRM integrations, or customer support platforms.
- Experience with chatbot development, conversational AI, LLMs, or NLP systems is highly valued.
- Strong engineering fundamentals including CI/CD, automated testing, monitoring, and data-driven decision-making.
Education
- Bachelor’s degree in Computer Science, Engineering, or a related technical field.
- Master’s degree or MBA is a plus but not required.
Who will excel?
- We’re looking for people with high standards, who understand that hard work matters.
- You need to be relentlessly resourceful and operate with a deep bias for action.
- We need people with the courage to be fiercely original.
- noon is not for everyone; readiness to adapt, pivot, and learn is essential.
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Title: Head of Engineering – Customer Experience
Company: noon
Location: Dubai, UAE/Dubai
Category: