Chief Specialist - Customer Experience

Beginning of the main content section.Return to the home pagePrintable Format Job Description - Chief Specialist - Customer Experience (25001635)Job Description Chief Specialist - Customer Experience - (25001635) Job Description StrategyLead 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. OperationsEnsure 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 ImprovementDesign, 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. Qualifications Bachelor's degree/master’s degree in business administration, marketing, customer experience management9+ years in case of master’s degree (11+ years in case of bachelor’s degree)Certifications such as CCXP, ISO 9001 Lead Auditor, or equivalentExperience in managing and governing organizational change processesCommitment to delivering customer experience excellence across all service touchpointsAbility to conduct market research and benchmarking to improve service standardsSkilled in maintaining and updating service catalogues and related documentationCompetence in coordinating day‑to‑day service delivery operationsAbility to evaluate service performance and implement improvement initiativesExperience in managing and organizing service information systemsProficiency in business requirements gathering and solution scopingStrong data analysis and reporting capabilitiesSkilled in customer data analysis and generating actionable insightsExcellent project management and execution skills Job Category: Quality and ExcellenceAdvertiser: Roads and Transport AuthorityDepartment: Customer HappinessEducational-level: BachelorRequired Nationality: UAE Only Suitable for people with determination: NoMonthly Salary: UnspecifiedSchedule-Time: Full timeJob Posting: 10/07/2026Unposting Date: 10/08/2026

Bachelor's degree in Business Administration, Computer Science or related field. Minimum 11 years of working experience in customer experience, service design, or related field. CCXP or related Certification is desirable.

Introduce service and channels improvements and design methods that consider co-creation with customers. Prepare and implement a customer experience framework across all services, agencies, sectors, and customer segments. Drive change and develop cross-RTA experience accountability and top customer experience improvement initiatives. Use customer insights and customer journey mapping to define, prioritize, and strengthen critical moments of truth. Create a culture focused on delivering outstanding customer experiences through behaviors, practices, and standards. Enhance delivery of the service design framework, including the measurement framework and key metrics for experience quality, satisfaction, and loyalty. Lead development of a customer experience and service design framework linked to strategy, resources, and investments, and communicate it organization-wide. Conduct desktop research on service design trends and maintain references of leading practices. Develop reporting structures and mechanisms for service design activities. Develop and maintain a service management framework to govern changes across services and channels. Maintain service catalogue with governance to ensure accurate service details. Envision, create, and follow up on projects related to service design and customer experience, including corporate services. Ensure service information is available across all service delivery channels for a seamless omni-channel experience.