Jessica Aranha

CEO

Dubai, United Arab Emirates16 yrs 1 mo experience

Highly Stable

Key Highlights

15+ years in customer service leadership.
Proven track record in client retention and satisfaction.
Expert in strategic partnerships and digital transformation.

Stackforce AI infers this person is a Customer Experience and Strategic Partnerships expert in the Education and Technology sectors.

Contact

jjaranhas@gmail.com LinkedIn

Skills

Core Skills

Customer ExperienceKey Performance IndicatorsOperational ExcellenceStrategyDigital TransformationPartnership Management

Other Skills

Service RecoveryFeedback AnalysisNew Market ExpansionMarket ResearchCX DesignVendor PartnershipsCompetitive AnalysisMarket IntelligencePerformance MetricsCompliance ManagementCustomer InteractionBudget ManagementCommercial OperationBusiness OperationsCustomer Satisfaction (CSAT)

About

I am customer-obsessed senior leader with 15+ years of experience driving customer service, client engagement, and service excellence across education, technology, and enterprise services in the Middle East. Proven track record in building trust-led service cultures, elevating customer satisfaction, and translating feedback into measurable experience transformation. Proven success in managing complex, high-value client portfolios across technology, digital transformation, professional services, and enterprise sectors building trusted partnerships that enhance retention, loyalty, and revenue. Recognised for developing and leading high-performing, cross-functional teams that deliver measurable results in fast-paced, matrixed environments. A strategic advisor to C-suite stakeholders, skilled in translating business objectives into value-driven, customer-centric solutions that accelerate growth and operational performance. I’ve scaled client servicing functions from the ground up, embedding governance, standardising service models, and establishing performance-driven KPIs and SLAs that elevate the client experience. Leadership Philosophy Championing customer success through strategic foresight, reliability, collaboration, and innovation , ensuring every customer interaction strengthens brand equity, drives retention, and supports long-term regional growth.

Experience

16 yrs 1 mo

Total Experience

4 yrs 2 mos

Average Tenure

3 yrs 6 mos

Current Experience

Sts group

Head of Service Delivery

Nov 2022 – Present · 3 yrs 6 mos · United Arab Emirates · On-site

Lead the end-to-end customer experience across 90+ schools and large corporate clients in the UAE and Qatar, ensuring a seamless, safe, and confidence-building journey from onboarding to daily service delivery and renewals.
Designed and implemented a Customer Experience Framework, embedding structured onboarding, communication protocols, feedback loops, and service recovery models driving a 30% uplift in satisfaction and 25% improvement in retention.
Own the Voice of Customer & School program, analysing surveys, service feedback, and NPS data to identify experience gaps and convert insights into measurable service improvements across operations.
Partner closely with school leadership, operations, and customer service teams to ensure consistent service excellence, proactive communication, and fast issue resolution that strengthens parent trust and advocacy.
Lead service governance, safeguarding compliance, and regulatory adherence, ensuring all transport and student-facing operations meet strict child safety, ISO, and education authority requirements.
Drive retention, renewals, and re-onboarding strategies, ensuring families experience a seamless transition during school changes, expansions, and contract renewals.
Built and lead a high-performing regional team of service managers and executives, embedding a culture of accountability, empathy, and parent-first decision making.
Deliver double-digit revenue growth by aligning experience excellence with commercial performance, expanding long-term partnerships with premium education groups like GEMS Education, Taaleem, Cognita and government entities

Customer ExperienceKey Performance Indicators

Gems education

3 roles

Strategic Partnerships & Product

Promoted

Jan 2020 – Oct 2022 · 2 yrs 9 mos

Defined and executed the growth and partnership strategy for GEMS Technology, aligning business goals with regional digital transformation initiatives.
Led the development and launch of an online tutoring platform, managing market research, CX design, vendor partnerships, and financial modeling.
Managed the full product lifecycle from ideation and research to beta testing, launch, and continuous improvement, ensuring technology solutions met stakeholder needs and performance expectations.
Enhanced customer experience (CX) by integrating user insights into digital solutions, improving satisfaction and engagement.

StrategyNew Market ExpansionDigital Transformation

Manager Partnership & Enrichment Programme

Promoted

Jan 2017 – Dec 2019 · 2 yrs 11 mos

Launched and managed enrichment programs across Performing & Creative Arts, Science & Digital Technology, Languages, Leadership, and Life Skills, significantly enhancing extracurricular offerings across GEMS and Taaleem schools.
Conducted comprehensive market research and competitor benchmarking, utilizing pricing matrices and market intelligence to guide strategic decision-making and optimize After-School Activities (ASA) program design.
Negotiated and managed commercial contracts and service agreements, ensuring compliance with legal, regulatory, and internal policy frameworks while maintaining strong partner relationships.
Developed and monitored performance metrics, SLAs, and ROI dashboards to evaluate partner effectiveness, measure financial outcomes, and drive continuous improvement across the partnership portfolio.
Ensured compliance with health, safety, and child safeguarding standards in all programs, maintaining operational integrity and alignment with GEMS’ organizational policies.

Operational ExcellenceCompetitive AnalysisPartnership Management