Director- Customer Happiness
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Key skills for this role
About the Role
The Roads and Transport Authority (RTA) in Dubai seeks a Director of Customer Happiness to drive customer experience strategy, governance, and service delivery. The role involves setting vision, KPIs, managing Customer Happiness Centers, and leading cross-functional programs.
Key Skills for This Role
Responsibilities
- Drive the development and refinement of an integrated customer experience framework across all services and channels
- Oversee the development of customer care strategies, including policies for digital channels
- Establish and chair a formal governance committee to assess major changes to service delivery channels
- Oversee strategic planning cycle including business plans, budgets, and performance targets
- Supervise the development of the annual public report on customer happiness insights
- Manage service delivery at Customer Happiness Centers, including the Esaad Center
- Establish customer service communication and escalation mechanism for feedback and complaints
- Direct transparent handling of complaints, enquiries, and fine appeals
- Lead identification and analysis of evolving customer needs
- Evaluate and monitor service performance metrics in operational agreements
- Lead organization wide programs to embed a customer centered culture
- Direct benchmarking and market research to find best practices
Requirements
- Bachelor’s degree in Business Administration or Customer experience management; Master’s degree preferred
- 16+ years experience with Master’s degree (18+ years with Bachelor’s)
- Certifications such as Customer Experience Management, Excellence, quality preferred
- Must have experience in 7 Stars Excellence/ Government Excellence Award Frameworks
- Must have expertise in Service Quality
- Experience in Smart Services would be an additional advantage
- UAE National only
Full Job Posting
Job Purpose
- Drive RTA wide customer happiness strategy by setting up vision, policy, and KPIs.
- Oversee governance of all service delivery channels and mobilize people, budgets, and systems while assuring regulatory, quality, and HSE compliance.
Strategy
- Drive development and refinement of integrated customer experience framework.
- Oversee development of customer care strategies including digital channel policies.
- Establish and chair governance committee for service delivery channel changes.
- Oversee strategic planning cycle including business plans, budgets, and performance targets.
Operations
- Supervise development of annual public report on customer happiness insights.
- Manage service delivery at Customer Happiness Centers including Esaad Center.
- Establish customer service communication and escalation mechanism.
- Direct transparent handling of complaints, enquiries, and fine appeals.
- Lead identification and analysis of evolving customer needs.
- Evaluate and monitor service performance metrics in operational agreements.
- Lead organization wide programs to embed customer centered culture.
Product / Process Improvement
- Analyze KPIs, mystery shopper results, customer satisfaction data, and complaint trends.
- Lead projects to improve processes, renegotiate service agreements, and fix service gaps.
- Direct benchmarking and market research to find best practices.
Qualifications
- Bachelor’s degree in Business Administration or Customer experience management; Master’s degree preferred.
- 16+ years experience with Master’s degree (18+ years with Bachelor’s).
- Certifications such as Customer Experience Management, Excellence, quality preferred.
- Must have experience in 7 Stars Excellence/ Government Excellence Award Frameworks.
- Must have expertise in Service Quality.
- Experience in Smart Services would be an additional advantage.
- UAE National only.
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