Job Purpose
- Lead the strategic alignment of the Customer Happiness Department's objectives, strategies, and operations with defined quality standards and performance measures.
- Oversee service evaluation, improvement, and customer-experience enhancement through integrated quality frameworks, external award programs, and adoption of global best practices and emerging CX technologies.
Roles and Responsibilities:
Strategy
- Lead development and approval of enterprise-wide strategic service evaluation plans, coordinating with all relevant sectors to identify improvement opportunities aligned with local and international best practices.
- Design and implement thorough service assessment programs that evaluate the effectiveness, efficiency, and quality of services provided.
- Elevate the RTA customer experience by leveraging insights from the Services and Channels Assessment to ensure compliance with international excellence and quality standards.
- Lead the development and delivery of comprehensive training programs and knowledge-sharing initiatives relevant to service quality standards.
- Manage an Authority-wide governance framework for identifying, preparing, and tracking submissions to external awards programs related to services and customer excellence.
- Drive development of the service evaluation system across the Authority, aligned with RTA strategy and government excellence standards.
- Contribute to achieving Customer Happiness objectives through service evaluation governance and linking outcomes to continuous improvement plans.
- Direct initiatives that enhance customer experience and service quality across the Emirate, leveraging assessment insights to influence strategic decision-making and cross-sector improvements.
- Lead the development and approval of service assessment policies, methodologies, and frameworks, ensuring enterprise-level KPI monitoring and continuous improvement initiatives.
Operations
- Direct the communication of assessment findings and approval of improvement plans, ensuring enterprise-level integration and alignment with organizational strategy.
- Drive integration and collaboration with internal sectors and relevant entities to standardize service evaluation practices.
- Govern corrective action plans and monitor implementation progress, ensuring alignment with organizational strategy, government excellence standards, and enterprise-level customer satisfaction objectives.
- Study, analyze, and supervise the implementation of service improvement initiatives related to the Dubai Model Center.
- Review and analyze operational performance level agreements between the Customer Happiness Department and various sectors/institutions, preparing compliance reports and recommending areas of enhancement.
Product / Process Improvement
- Supervise and ensure the continuous updating of the Dubai Services System, maintaining data consistency between the Authority's internal service manual and the Dubai Services System.
- Drive adoption of evaluation methodologies and AI/data-driven decision-making based on performance indicators.
- Provide support in implementing institutional excellence programs related to services.
- Manage and oversee service transformation initiatives related to Dubai's 360 Services vision.
- Coach and guide team members to improve analytical, reporting, and stakeholder coordination skills to ensure effective delivery of service improvement initiatives.
Job Qualifications & Requirements
Education
- Bachelor's degree/master's degree/ Master's degree in Business Administration, Public Administration, Quality Management
Experience
- 12+ Years in case of Master's degree (14+ years in case of Bachelor's degree) in related field
Technical Competencies
- Business Requirements & Solution Scoping
- Change Process Governance
- Customer Data Analysis & Insights Management
- Customer Experience Excellence
- Knowledge of Regulatory Standards
- Market Research and Benchmarking
- Service Evaluation & Improvement
