Director Customer Happiness | UAE National

Overview

Lead the Roads and Transport Authority's customer satisfaction initiatives by defining the vision, policies, and key performance indicators focused on enhancing the overall customer experience. Manage governance across all service delivery platforms, directing resources, personnel, and systems to ensure regulatory compliance, quality standards, and health and safety adherence.

Key Responsibilities

• Develop and continuously improve a comprehensive customer experience framework integrating all services and communication channels, fostering collaboration across sectors to improve quality and satisfaction.
• Oversee creation and implementation of customer service strategies, including those tailored for digital interfaces, to guarantee smooth and high-quality user interactions.
• Form and lead a strategic governance committee to review major service delivery modifications, aligning changes with customer expectations and updating standards as needed.
• Guide the strategic planning process by directing the preparation, tracking, and reporting of plans, budgets, and performance goals, ensuring adjustments are made to fulfill organizational targets and resource efficiency.
• Compile and supervise the annual public report reflecting customer happiness statistics, corrective measures, and future commitments.
• Manage operations of Customer Happiness Centers, including Esaad Center, ensuring they provide outstanding and well-organized customer service experiences.
• Implement a communication and escalation system for customer feedback and complaints that informs decision makers to enable data-driven improvements.
• Ensure effective, transparent, and timely processing of complaints, inquiries, and fine appeals according to service standards.
• Identify and analyze evolving customer requirements, integrating insights into organizational projects and strategies through cross-functional collaboration to boost responsiveness and satisfaction.
• Monitor service performance metrics within operational agreements, enforce compliance, and stimulate continuous enhancement via follow-ups and teamwork.
• Lead programs company-wide to cultivate a customer-centric culture, including compulsory training sessions for managerial staff.
• Analyse key data such as performance indicators, mystery shopper outcomes, satisfaction surveys, and complaint trends to support service improvement.
• Assist in projects focused on process enhancement, renegotiation of service contracts, and resolution of service gaps.
• Conduct benchmarking and global market research to adopt best practices in Authority services.

Qualifications

• Bachelor's degree in Business Administration or Customer Experience Management required; Master's degree in Business Administration preferred.
• Minimum 16 years of experience if holding a Master's degree; 18+ years if only a Bachelor's degree obtained.
• Preferred certifications include Customer Experience Management, Excellence, and Quality-related credentials.
• Proven expertise with 7 Stars Excellence or Government Excellence Award frameworks.
• Strong background in service quality management.
• Additional advantage for experience with Smart Services.