Director- Customer Happiness

Beginning of the main content section.Return to the home pagePrintable Format Job Description - Director- Customer Happiness (26002035)Job Description Director- Customer Happiness - (26002035) Job Description Job PurposeDrive 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 ResponsibilitiesStrategyDrive 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 satisfactionOversee 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 accordinglyOversee 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 OperationsSupervise 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 ImprovementHelp 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 QualificationsBachelor’s degree in Business Administration or Customer experience management; Master’s degree in Business Administration16+ years in case of master’s degree (18+ years in case of bachelor’s degree)Certifications such as Customer Experience Management, Excellence, quality is preferredMust have experience in in 7 Stars Excellence/ Government Excellence Award FrameworksMust have expertise in Service QualityExperience in Smart Services would be an additional advantage Job Category: Sales and Customer ServiceAdvertiser: 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: 09/08/2026

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

Strategy: drive the development and refinement of an integrated customer experience framework across all services and channels; oversee customer-care strategies for digital channels; establish and chair a governance committee for changes to service delivery channels; guide the business planning cycle including budgets and performance targets. Operations: supervise annual public reporting, oversee Customer Happiness Centers, implement a customer service communication and escalation mechanism, ensure timely handling of complaints and inquiries, identify evolving customer needs and integrate into initiatives, monitor service performance metrics, lead organization-wide programs to embed a customer-centered culture. Product / Process Improvement: analyze KPIs, mystery shopper results, customer satisfaction data, and complaint trends; lead projects to improve processes and renegotiate service agreements; perform benchmarking and market research to adopt best practices.