Roads and Transport Authority

1 week ago

Director- Customer Happiness

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Drive RTA-wide customer-happiness strategy by setting the vision, policies, and KPIs for an integrated customer experience across all services and channels. Oversee governance of service-delivery channels, including Esaad Center operations, complaint and escalation mechanisms, and timely handling of enquiries and appeals. Lead planning, budgeting, performance monitoring, and organization-wide programs that embed a customer-centered culture and continuous improvement.

Location: United Arab Emirates

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Develop and continuously refine an integrated customer experience framework aligned to customer needs and seamless journey design.
•Oversee development of customer-care strategies, including policies for digital channels, to ensure smooth, high-quality service.
•Chair a formal governance committee to assess major changes to service delivery channels and update service standards.
•Supervise Customer Happiness Centers (including Esaad Center) and ensure customer-friendly environments reflecting service excellence.
•Lead organization-wide programs that embed a customer-centered culture, including mandatory training for all managers.

Key Requirements

•Bachelor’s degree in Business Administration or Customer Experience Management; Master’s degree preferred.
•Experience managing customer experience/excellence programs (16+ years with a master’s; 18+ years with a bachelor’s).
•Certifications such as Customer Experience Management or Excellence/quality are preferred.
•7 Stars Excellence/Government Excellence Award Frameworks experience.
•Expertise in Service Quality; experience in Smart Services is an additional advantage.

Experience:16+ years

Education:Bachelor's

Skills:Customer-centric leadershipGovernanceCross-functional collaborationStrategic planningContinuous improvement

Certifications:Customer Experience ManagementExcellenceQuality

Company Brief

Roads and Transport Authority

The Roads and Transport Authority (RTA) of Dubai plans, supervises and regulates roads, public transport, traffic systems and licensing. It develops and operates metro, tram, buses, taxis, road infrastructure and smart mobility initiatives across Dubai.

Industry: Public Transport Operators

Company Size: Enterprise (1,001+ employees)

Growth: Government & Public Sector

Funding: Government Funded

Headquarters: Dubai, United Arab Emirates

Founded: 2005

Website LinkedIn

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Roads and Transport Authority

1 week ago

Director- Customer Happiness

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: United Arab Emirates

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Develop and continuously refine an integrated customer experience framework aligned to customer needs and seamless journey design.
•Oversee development of customer-care strategies, including policies for digital channels, to ensure smooth, high-quality service.
•Chair a formal governance committee to assess major changes to service delivery channels and update service standards.
•Supervise Customer Happiness Centers (including Esaad Center) and ensure customer-friendly environments reflecting service excellence.
•Lead organization-wide programs that embed a customer-centered culture, including mandatory training for all managers.

Key Requirements

•Bachelor’s degree in Business Administration or Customer Experience Management; Master’s degree preferred.
•Experience managing customer experience/excellence programs (16+ years with a master’s; 18+ years with a bachelor’s).
•Certifications such as Customer Experience Management or Excellence/quality are preferred.
•7 Stars Excellence/Government Excellence Award Frameworks experience.
•Expertise in Service Quality; experience in Smart Services is an additional advantage.

Experience:16+ years

Education:Bachelor's

Skills:Customer-centric leadershipGovernanceCross-functional collaborationStrategic planningContinuous improvement

Certifications:Customer Experience ManagementExcellenceQuality

Company Brief

Roads and Transport Authority

Industry: Public Transport Operators

Company Size: Enterprise (1,001+ employees)

Growth: Government & Public Sector

Funding: Government Funded

Headquarters: Dubai, United Arab Emirates

Founded: 2005

Website LinkedIn