Job Description:
Strategy
- Lead the integrated customer-experience framework, aligning it with RTA strategy, core values, and cross-agency accountability matrix.
- Define enterprise metrics and reporting structures that track journey quality, satisfaction, loyalty, and ROI.
- Govern the change management policy for new, modified, or retired services and channels, ensuring customer impact and risk assessments are integral to decision-making.
- Oversee governance of the master service catalogue, ensuring data quality, service integrity, and omni-channel consistency across all RTA entities.
- Implement and monitor CX strategy projects and initiatives, ensuring measurable outcomes and integration with organizational priorities.
- Enable control over the current Customer Experience Strategy through governing the operations of the strategy, the projects execution, through demonstrating Strategic analysis tools, such as SWOT, PESTEL and others.
Operations
- Ensure governance and coordination mechanisms are in place for agencies to maintain accurate, consistent service information across all channels.
- Supervise the design, development, modification, or cancellation of services and delivery channels, ensuring customer voice, experience impact, and stakeholder feedback are embedded at every design stage.
- Lead consultation and feedback sessions with business owners and stakeholders to gain actionable insights for continuous service enhancement.
- Manage desktop research, benchmarking repositories, and knowledge assets on global CX and design-thinking trends.
- Guide co-creation workshops, focus groups, and Voice-of-Customer studies to capture critical moments of truth.
- Lead and develop a team of service designers, ensuring timely delivery, high quality, and continuous capability development.
- Provide CX leadership and technical input to quality award submissions, ensuring alignment with CX frameworks and standards.
- Oversee enterprise-wide customer satisfaction measurement and ensure KPI ownership and accountability across RTA agencies.
- Architect an end-to-end omnichannel journey orchestration strategy to predict customer experience under different operational scenarios and process changes.
- Drive end-to-end journey redesign project with embedded KPIs to measure efficiency, effectiveness, and customer impact, ensuring continuous improvement cycles.
Product / Process Improvement
- Design, pilot, and evaluate innovative CX projects integrating AI, agile practices, and digital touchpoint enhancements for scalability and impact.
- Prioritize a rolling portfolio of top CX improvements, track benefits, and publish lessons learned.
- Embed and govern service-management frameworks that enable controlled, measurable CX improvements and ensure omni-channel scalability.
- Lead organization-wide communication, culture-change, and capability-building programs to foster a customer-centric culture and reinforce best-practice behaviors.
- Lead department-wide process optimization initiatives using Lean, Six Sigma, or other advanced methodologies to reduce customer pain points while improving satisfaction and loyalty.
Job Requirements:
- Bachelor's degree/master's degree in business administration, marketing, customer experience management
- 9+ years in case of master's degree (11+ years in case of bachelor's degree)
- Certifications such as CCXP, ISO 9001 Lead Auditor, or equivalent
- Experience in managing and governing organizational change processes
- Commitment to delivering customer experience excellence across all service touchpoints
- Ability to conduct market research and benchmarking to improve service standards
- Skilled in maintaining and updating service catalogues and related documentation
- Competence in coordinating day‑to‑day service delivery operations
- Ability to evaluate service performance and implement improvement initiatives
- Experience in managing and organizing service information systems
- Proficiency in business requirements gathering and solution scoping
- Strong data analysis and reporting capabilities
- Skilled in customer data analysis and generating actionable insights
- Excellent project management and execution skills
