Director Customer Happiness | UAE National
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Key skills for this role
About the Role
The Roads and Transport Authority seeks a Director of Customer Happiness to drive customer experience strategy, oversee service delivery channels, and lead governance. Requires 16+ years experience, expertise in service quality and government excellence frameworks.
Key Skills for This Role
Responsibilities
- Drive development and refinement of integrated customer experience framework across all services and channels
- Oversee development of customer care strategies including digital channel policies
- Establish and chair governance committee to assess major changes to service delivery channels
- Oversee strategic planning cycle including business plans, budgets, and performance targets
- 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 service performance metrics in operational agreements
- Lead organization wide programs to embed 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 preferred
- 16+ years experience with Master's (18+ with Bachelor's)
- Experience in 7 Stars Excellence / Government Excellence Award Frameworks
- Expertise in Service Quality
- Certifications in Customer Experience Management, Excellence, Quality preferred
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 continuous refinement of integrated customer experience framework across all services and channels.
- Oversee development of customer care strategies including policies for digital channels.
- Establish and chair formal governance committee to assess major changes to service delivery channels.
- Oversee strategic planning cycle by guiding development, monitoring, and reporting of business plans, budgets, and performance targets.
Operations
- Supervise development of annual public report by synthesizing customer happiness insights.
- Manage and oversee service delivery at Customer Happiness Centers including Esaad Center.
- Establish customer service communication and escalation mechanism.
- Direct transparent and timely 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 that embed customer centered culture.
Product / Process Improvement
- Help analyze KPIs, mystery shopper results, customer satisfaction data, and complaint trends.
- Assist in leading projects to improve processes, renegotiate service agreements, and fix service gaps.
- Direct benchmarking and market research to find best practices worldwide.
Qualifications
- Bachelor's degree in Business Administration or Customer Experience Management; Master's degree in Business Administration.
- 16+ years in case of master's degree (18+ years in case of bachelor's degree).
- 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.
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