Customer Experience Manager
Road and Transport, RTA Dubai
Employer Active
Posted 4 hrs ago
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Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Core Duties
- Develop and implement a customer experience framework covering all RTA services and customer segments
- Lead initiatives to improve service design, delivery, and customer experience using VOC insights, workshops, and customer journey mapping
- Establish a cross-RTA accountability matrix for customer experience improvement initiatives
- Drive change through cultural transformation, setting practices and standards that embed customer focus across the organization
- Create metrics and reporting mechanisms to track customer experience quality, satisfaction, and loyalty
- Conduct research on global service design and customer experience trends, applying best practices to RTA initiatives
- Develop and maintain a service management framework and service catalogue to ensure seamless service creation, updates, and governance
- Ensure service information is consistently available across all RTA channels to support an omni-channel customer experience
- Report regularly on service design projects and initiatives to leadership and stakeholders
- Provide strategic leadership and communication to align customer experience objectives with RTA s core values and strategy
Desired Candidate Profile
Bachelor s degree in Business Administration, Computer Science, or related field (mandatory)
Minimum 11 years of relevant experience in customer experience, service design, or related functions
CCXP or related certification is desirable
Proven ability in VOC research methods, including qualitative and quantitative approaches
Strong knowledge of design thinking, customer journey mapping, and change management
Advanced project management and stakeholder collaboration skills
Strong analytical and problem-solving abilities with attention to detail
Excellent communication and interpersonal skills with proven ability to lead and motivate teams
Company Industry
Department / Functional Area
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Road and Transport, RTA Dubai
The Roads and Transport Authority (RTA) is Dubai s government body responsible for planning and managing roads, public transport, and traffic systems. Since 2005, RTA has been a pioneer in infrastructure development, customer service innovation, and smart mobility. Careers at RTA offer the opportunity to contribute to the emirate s goal of delivering world-class, customer-focused transport and mobility solutions.