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Role overview

This position is responsible for shaping and running the customer experience agenda across the organization, with a focus on aligning service delivery to strategy, values, and governance requirements. The role requires strong leadership in CX strategy, service design, performance measurement, and cross-agency coordination, while also supporting continuous improvement across digital and physical touchpoints. Arabic language capability is part of the role.

Strategy

Own and drive the integrated customer experience framework so it stays aligned with the organization’s strategy, core values, and shared accountability across entities.
Create enterprise-level metrics and reporting systems to monitor journey quality, customer satisfaction, loyalty, and return on investment.
Manage the policy for introducing, updating, or retiring services and channels, making sure customer impact and risk reviews are included in every decision.
Oversee the master service catalogue so that information remains accurate, services remain consistent, and omnichannel delivery is maintained across all entities.
Plan, monitor, and deliver CX strategy initiatives and projects in a way that produces measurable outcomes and supports organizational priorities.
Control execution of the CX strategy using structured analytical tools such as SWOT, PESTEL, and similar methods.

Operations

Set up governance and coordination methods that help agencies keep service information correct and consistent across all channels.
Direct the design, development, modification, or removal of services and delivery channels, ensuring the customer voice, experience impact, and stakeholder input are embedded throughout the process.
Run consultation and feedback sessions with business owners and stakeholders to gather practical insights for service improvement.
Oversee desktop research, benchmarking collections, and knowledge resources related to global CX and design-thinking developments.
Facilitate co-creation workshops, focus groups, and voice-of-customer studies to identify key moments of truth in the customer journey.
Lead and coach a team of service designers, ensuring strong quality, on-time delivery, and ongoing skills development.
Contribute CX expertise and technical guidance for quality award submissions, making sure they align with CX standards and frameworks.
Manage organization-wide customer satisfaction measurement and ensure accountability for KPIs across RTA agencies.
Design an end-to-end omnichannel journey orchestration approach that can predict customer experience under different operating conditions and process changes.
Lead journey redesign initiatives with embedded KPIs that measure efficiency, effectiveness, and customer impact, while supporting continuous improvement cycles.

Product and process improvement

Develop, test, and assess innovative CX initiatives that combine AI, agile methods, and enhanced digital touchpoints for scale and impact.
Maintain a rolling list of priority CX improvements, monitor achieved benefits, and capture lessons learned for future use.
Establish and govern service management frameworks that support controlled, measurable CX improvements and omnichannel scalability.
Lead communication, culture-change, and capability-building initiatives across the organization to strengthen customer-centric behavior and best practice adoption.
Drive process optimization work using Lean, Six Sigma, or similar advanced methods to remove customer pain points and improve satisfaction and loyalty.

Requirements

Bachelor’s or master’s degree in business administration, marketing, or customer experience management.
At least 9 years of experience if qualified with a master’s degree, or 11 years if qualified with a bachelor’s degree.
Professional certifications such as CCXP, ISO 9001 Lead Auditor, or an equivalent qualification are preferred/required as stated.
Background in managing and governing organizational change processes.
Strong commitment to delivering excellent customer experience across all service touchpoints.
Ability to carry out market research and benchmarking to raise service standards.
Experience maintaining and updating service catalogues and related documentation.
Capability to coordinate day-to-day service delivery operations.
Ability to assess service performance and implement improvement actions.
Experience organizing and managing service information systems.
Ability to gather business requirements and define solution scope.
Strong analytical and reporting skills, including customer data analysis.
Capacity to turn data into actionable customer insights.
Excellent project management and execution capability.

Additional information

This is a full-time onsite role based in Dubai, United Arab Emirates. The role is tailored for Arabic speakers.

Chief Specialist Customer Experience (Arabic Speakers)

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