Chief Specialist Customer Experience (Arabic Speakers)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
The Roads and Transport Authority is seeking a Chief Specialist Customer Experience (Arabic Speakers) to lead the integrated customer-experience framework, define enterprise metrics, and govern service design and improvement.
Key Skills for This Role
Responsibilities
- Lead the integrated customer experience framework, aligning it with RTA strategy, core values, and cross agency accountability matrix
- Define enterprise metrics and reporting structures that track journey quality, satisfaction, loyalty, and ROI
- Govern the change management policy for new, modified, or retired services and channels
- Oversee governance of the master service catalogue, ensuring data quality, service integrity, and omni channel consistency
- Implement and monitor CX strategy projects and initiatives
- Enable control over the current Customer Experience Strategy through governing the operations of the strategy and projects execution
- Ensure governance and coordination mechanisms for agencies to maintain accurate service information across all channels
- Supervise the design, development, modification, or cancellation of services and delivery channels
- Lead consultation and feedback sessions with business owners and stakeholders
- Manage desktop research, benchmarking repositories, and knowledge assets on global CX trends
- Guide co creation workshops, focus groups, and Voice of Customer studies
- Lead and develop a team of service designers
Requirements
- Bachelor's degree/master’s degree in business administration, marketing, customer experience management
- 9+ years in case of master’s degree (11+ years in case of bachelor’s degree)
- Certifications such as CCXP, ISO 9001 Lead Auditor, or equivalent
- Experience in managing and governing organizational change processes
- Commitment to delivering customer experience excellence across all service touchpoints
- Ability to conduct market research and benchmarking to improve service standards
- Skilled in maintaining and updating service catalogues and related documentation
- Competence in coordinating day to day service delivery operations
- Ability to evaluate service performance and implement improvement initiatives
- Experience in managing and organizing service information systems
- Proficiency in business requirements gathering and solution scoping
- Strong data analysis and reporting capabilities
Full Job Posting
Strategy
- Lead the integrated customer experience framework, aligning it with RTA strategy, core values, and cross agency accountability matrix.
- Define enterprise metrics and reporting structures that track journey quality, satisfaction, loyalty, and ROI.
- Govern the change management policy for new, modified, or retired services and channels, ensuring customer impact and risk assessments are integral to decision making.
- Oversee governance of the master service catalogue, ensuring data quality, service integrity, and omni channel consistency across all RTA entities.
- Implement and monitor CX strategy projects and initiatives, ensuring measurable outcomes and integration with organizational priorities.
- Enable control over the current Customer Experience Strategy through governing the operations of the strategy, the projects execution, through demonstrating Strategic analysis tools, such as SWOT, PESTEL and others.
Operations
- Ensure governance and coordination mechanisms are in place for agencies to maintain accurate, consistent service information across all channels.
- Supervise the design, development, modification, or cancellation of services and delivery channels, ensuring customer voice, experience impact, and stakeholder feedback are embedded at every design stage.
- Lead consultation and feedback sessions with business owners and stakeholders to gain actionable insights for continuous service enhancement.
- Manage desktop research, benchmarking repositories, and knowledge assets on global CX and design thinking trends.
- Guide co creation workshops, focus groups, and Voice of Customer studies to capture critical moments of truth.
- Lead and develop a team of service designers, ensuring timely delivery, high quality, and continuous capability development.
- Provide CX leadership and technical input to quality award submissions, ensuring alignment with CX frameworks and standards.
- Oversee enterprise wide customer satisfaction measurement and ensure KPI ownership and accountability across RTA agencies.
- Architect an end to end omnichannel journey orchestration strategy to predict customer experience under different operational scenarios and process changes.
- Drive end to end journey redesign project with embedded KPIs to measure efficiency, effectiveness, and customer impact, ensuring continuous improvement cycles.
Product / Process Improvement
- Design, pilot, and evaluate innovative CX projects integrating AI, agile practices, and digital touchpoint enhancements for scalability and impact.
- Prioritize a rolling portfolio of top CX improvements, track benefits, and publish lessons learned.
- Embed and govern service management frameworks that enable controlled, measurable CX improvements and ensure omni channel scalability.
- Lead organization wide communication, culture change, and capability building programs to foster a customer centric culture and reinforce best practice behaviors.
- Lead department wide process optimization initiatives using Lean, Six Sigma, or other advanced methodologies to reduce customer pain points while improving satisfaction and loyalty.
Job Requirements
- Bachelor's degree/master’s degree in business administration, marketing, customer experience management
- 9+ years in case of master’s degree (11+ years in case of bachelor’s degree)
- Certifications such as CCXP, ISO 9001 Lead Auditor, or equivalent
- Experience in managing and governing organizational change processes
- Commitment to delivering customer experience excellence across all service touchpoints
- Ability to conduct market research and benchmarking to improve service standards
- Skilled in maintaining and updating service catalogues and related documentation
- Competence in coordinating day‑to‑day service delivery operations
- Ability to evaluate service performance and implement improvement initiatives
- Experience in managing and organizing service information systems
- Proficiency in business requirements gathering and solution scoping
- Strong data analysis and reporting capabilities
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Roads and Transport Authority
Chief Specialist - Vehicles Technical Inspection
Dubai, UAE
The Roads and Transport Authority is seeking a Chief Specialist to lead the development and enhancement of technical vehicle inspection standards, policies, and systems. The role requires a Bachelor's degree in Mechanica
Senior Engineer-Lighting &Traffic Systems Maintenance (UAE National )
Dubai, UAE
Roads and Transport Authority seeks a Senior Engineer to oversee maintenance of street lighting, traffic signals, and advertising systems. The role involves contract management, contractor supervision, technical inspecti
Inspector-Parking Control (UAE National)
Dubai, UAE
The Roads and Transport Authority seeks a Parking Control Inspector to conduct field inspections, issue violations, handle complaints, and monitor parking assets in Dubai. The role requires extensive outdoor work in live
Expert - Innovation & Pioneering
Dubai, UAE
The Roads and Transport Authority (RTA) in Dubai is seeking an Expert in Innovation & Pioneering to provide strategic support across research, innovation, and excellence programs. The role requires a Bachelor's or Master
Senior Specialist - Safety Certification & Regulation | UAE National
Dubai, UAE
The Roads and Transport Authority (RTA) in Dubai seeks a Senior Specialist for Safety Certification & Regulation to develop and implement railway safety regulations and certification frameworks. You will assess safety ap
Senior Systems Analyst - Licensing Systems Support
Dubai, UAE
Roads and Transport Authority seeks a Senior Systems Analyst to ensure reliability, security, and scalability of licensing systems. The role involves maintenance, support, monitoring, and regulatory-aligned enhancements,
Manager- Information Security | (UAE Nationals Only)
Dubai, UAE
Roads and Transport Authority seeks an Information Security Manager to lead enterprise security, govern policies and risk programs, and operate the cyber security function. Requires 12+ years experience, a degree in CS/I
Chief Specialist - Marketing & ROI
Dubai, UAE
The Roads and Transport Authority seeks a Chief Specialist to lead strategic marketing planning, ROI analysis, and innovation initiatives. The role requires developing marketing programs, managing governance, and driving
Chief Specialist - Vehicles Technical Inspection
Dubai, UAE
Senior Engineer-Lighting &Traffic Systems Maintenance (UAE National )
Dubai, UAE
Inspector-Parking Control (UAE National)
Dubai, UAE
Expert - Innovation & Pioneering
Dubai, UAE
Senior Specialist - Safety Certification & Regulation | UAE National
Dubai, UAE
Senior Systems Analyst - Licensing Systems Support
Dubai, UAE
Manager- Information Security | (UAE Nationals Only)
Dubai, UAE
Chief Specialist - Marketing & ROI
Dubai, UAE