Roads and Transport Authority

3 months ago

Chief Specialist - Customer Experience

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Lead and implement customer experience initiatives across the organization by building and maintaining an enterprise-wide service design framework, using VOC insights to prioritize improvements, and guiding multiple initiatives to enhance omni-channel service delivery. Drive change, governance, and performance metrics, while coordinating research and cross-functional collaboration to deliver exceptional customer experiences.

Location: United Arab Emirates

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide improvements to services and channels, and design approaches based on VOC reports, workshops, and focus groups to maximize impact on customer experience.
•Develop and implement a customer experience framework covering all services across all segments and channels, including individuals and business customers.
•Lead change and develop a joint accountability matrix for customer experience at the organizational level, maintaining a prioritized list of key initiatives.
•Utilize customer insights and journey maps to identify, prioritize, and enhance experiences at critical moments.
•Foster an organizational culture that focuses on delivering exceptional customer experiences and overseeing service design governance and performance indicators.

Key Requirements

•Bachelor's degree in Business Administration, Computer Science, or a related field from an accredited university
•Minimum 11 years of relevant experience
•CCXP certification or an equivalent customer experience certification is a plus
•Strong planning, organizational, and detail-oriented skills with a results-driven mindset
•Ability to lead cross-functional projects, manage multiple priorities, and drive customer experience improvements

Experience:11+ yearsGovernment & public sectorTransportationPublic sector

Education:Bachelor's in Business Administration

Skills:PlanningOrganizationDetail-orientationLeadershipProject management

Certifications:CCXP

Languages:ArabicEnglish

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

3 months ago

Chief Specialist - Customer Experience

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: United Arab Emirates

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide improvements to services and channels, and design approaches based on VOC reports, workshops, and focus groups to maximize impact on customer experience.
•Develop and implement a customer experience framework covering all services across all segments and channels, including individuals and business customers.
•Lead change and develop a joint accountability matrix for customer experience at the organizational level, maintaining a prioritized list of key initiatives.
•Utilize customer insights and journey maps to identify, prioritize, and enhance experiences at critical moments.
•Foster an organizational culture that focuses on delivering exceptional customer experiences and overseeing service design governance and performance indicators.

Key Requirements

•Bachelor's degree in Business Administration, Computer Science, or a related field from an accredited university
•Minimum 11 years of relevant experience
•CCXP certification or an equivalent customer experience certification is a plus
•Strong planning, organizational, and detail-oriented skills with a results-driven mindset
•Ability to lead cross-functional projects, manage multiple priorities, and drive customer experience improvements

Experience:11+ yearsGovernment & public sectorTransportationPublic sector

Education:Bachelor's in Business Administration

Skills:PlanningOrganizationDetail-orientationLeadershipProject management

Certifications:CCXP

Languages:ArabicEnglish

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