Chief Specialist - Customer Experience
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Key skills for this role
About the Role
RTA seeks a Chief Specialist to lead customer experience and service design initiatives. The role involves developing frameworks, driving change, and using customer insights to improve services across all channels.
Key Skills for This Role
Responsibilities
- Introduce service and channels improvements and design methods considering co creation with customers.
- Prepare and implement a customer experience framework across all services and sectors.
- Drive change and develop cross RTA experience accountability matrix.
- Use customer insights and journey mapping to define and prioritize critical moments of truth.
- Lead the development of a customer experience and service design framework.
Requirements
- Bachelor's degree in Business Administration, Computer Science or related field
- Minimum 11 years of working experience in a related field
- CCXP or related certification is desirable
Full Job Posting
Job Overview
- Introduce service and channels improvements and design methods that take into consideration co creation with customers.
Key Responsibilities
- Introduce service and channels improvements and design methods considering co creation with customers.
- Prepare and implement a customer experience framework across all services and sectors.
- Drive change and develop cross RTA experience accountability matrix.
- Use customer insights and journey mapping to define and prioritize critical moments of truth.
- Create and nurture a culture focusing on outstanding customer experiences.
- Enhance delivery of service design framework and identify key metrics.
- Lead development of customer experience and service design framework.
- Conduct desktop research on latest trends in service design and design thinking.
- Develop reporting structure for service design activities.
- Develop and maintain service management framework across RTA.
- Maintain service catalogue through governance framework.
- Envision and follow up on projects related to service design and customer experience.
Qualifications
- Bachelors degree in Business Administration, Computer Science or related field
- Minimum 11 years of working experience
- CCXP or related Certification is desirable
Skills
- Results driven achiever with exemplary planning and organizational skills
- Flexible team player
- Innovative problem solver
- Goal driven leader
- Proven ability to manage complex research agendas
- Advanced project management skills
- Proven capability at designing and executing primary research
- Experienced with numerous research modes
- Great awareness in Change Management, Statistical Analysis, etc.
- Exceptional listener and communicator
- Resourceful team player
- Highly analytical thinking
Additional Information
- Job Category: Quality and Excellence
- Advertiser: Roads and Transport Authority
- Department: Customer Happiness
- Required Nationality: UAE Only
- Schedule Time: Full time
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