Job description

Job Purpose

Drive RTA-wide customer-happiness strategy by setting up vision, policy, and KPIs. Oversee the governance of all service-delivery channels and mobilize people, budgets, and systems while assuring regulatory, quality, and HSE compliance to continually elevate customer experience.

Job Responsibilities

Strategy

• Drive the development and continuous refinement of an integrated customer experience framework across all services and channels, ensuring strategic alignment, seamless journey design, and cross-sector collaboration to elevate service quality and user satisfaction
• Oversee the development of customer-care strategies, including policies for digital channels, to make sure customers get smooth and high-quality service everywhere.
• Establish and chair a formal governance committee to strategically assess major changes to service delivery channels, ensuring alignment with customer needs and updating service standards accordingly
• Oversee the strategic planning cycle by guiding the development, monitoring, and reporting of business plans, budgets, and performance targets, ensuring timely course corrections to meet organizational objectives and optimal use of resources

Operations

• Supervise the development of the annual public report by synthesizing customer happiness insights, tracking corrective actions, and outlining future service commitments.
• Manage and oversee service delivery at Customer Happiness Centers, including the Esaad Center, ensuring a well-organized and customer-friendly environment that reflects service excellence.
• Establish a customer service communication and escalation mechanism that channels feedback and complaints to relevant departments and informs top management for datadriven business decisions.
• Direct the transparent and timely handling of complaints, enquiries, and fine appeals, ensuring processes align with service standards and customer expectations.
• Lead the identification and analysis of evolving customer needs, ensuring their integration into organizational initiatives and projects through strategic alignment and cross-functional collaboration, while overseeing implementation to enhance service responsiveness and customer satisfaction.
• Evaluate and monitor service performance metrics outlined in operational agreements between the Customer Happiness Department and other entities, ensuring adherence and driving continuous improvement through effective follow-up and collaboration.
• Lead organization-wide programs that embed a custom-centered culture, including mandatory training for all managers.

Product / Process Improvement

• Help analyze key performance indicators, mystery shopper results, customer satisfaction data, and complaint trends, and support departments in making improvements.
• Assist in leading projects to improve processes, renegotiate service agreements, and fix service gaps.
• Direct benchmarking and market research to find best practices worldwide and bring them into the Authority’s services.

Qualifications

• Bachelor’s degree in Business Administration or Customer experience management; Master’s degree in Business Administration
• 16+ years in case of master’s degree (18+ years in case of bachelor’s degree)
• Certifications such as Customer Experience Management, Excellence, quality is preferred
• Must have experience in in 7 Stars Excellence/ Government Excellence Award Frameworks
• Must have expertise in Service Quality
• Experience in Smart Services would be an additional advantage