Customer Experience Manager

Road and Transport, RTA Dubai

Location: UAE
Location: Dubai
Industry: Government Administration
Function: Customer Support
Gender: Any
Candidate Nationality: UAE Nationals Only
Candidate Preferred Location: Any
Job Type: Full-time

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

Candidate Requirements

* 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
* UAE Nationals only