Principal Customer Experience Specialist

Beginning of the main content section.Return to the home pagePrintable Format Job Description - Principal Customer Experience Specialist (26003129)Job Description Principal Customer Experience Specialist - (26003129) Job Description • Prepare the Customer Experience and Service Delivery Strategy, including a roadmap for developing the related institutional capabilities, as well as an agenda, improvement priorities, initiatives, and projects required to enhance service delivery levels and achieve customer happiness. • Prepare service improvement and development plans, department work plans within the administration, and future improvement initiatives in coordination with the concerned departments and external partners, in alignment with the service policy and 360-degree service delivery channels. • Develop and enhance customer touchpoints, build and maintain strong relationships with customers, and support the achievement of the department's objectives in coordination with the relevant organizational units. • Conduct periodic analysis of customer feedback, opinions, public opinion reports, and customer sentiment regarding the services provided by the department and prepare reports on findings and recommendations to ensure the delivery of services that meet customer needs and improve services in accordance with approved policies and work procedures. • Study and analyze customer happiness and mystery shopper results across all services and service delivery channels, coordinate with the concerned departments to address areas of dissatisfaction, monitor their compliance with implementing the related improvement actions, and prepare periodic reports accordingly. • Apply local and international best practices to support the enhancement of customer experience through effective communication and constructive partnerships. Qualifications · Qualification: Bachelor's Degree· Major: Administrative Sciences, Public Relations· Experience: 13 Years and Above Job Category: Other JobsAdvertiser: Dubai MunicipalityEducational-level: BachelorRequired Nationality: UAE Only Suitable for people with determination: NoMonthly Salary: UnspecifiedSchedule-Time: Full timeJob Posting: 26/09/2026Unposting Date: 30/09/2026

Bachelor's Degree; 13 Years and Above; UAE Nationality

Prepare the Customer Experience and Service Delivery Strategy, including a roadmap for developing the related institutional capabilities, as well as an agenda, improvement priorities, initiatives, and projects required to enhance service delivery levels and achieve customer happiness. Prepare service improvement and development plans, department work plans within the administration, and future improvement initiatives in coordination with the concerned departments and external partners, in alignment with the service policy and 360-degree service delivery channels. Develop and enhance customer touchpoints, build and maintain strong relationships with customers, and support the achievement of the department's objectives in coordination with the relevant organizational units. Conduct periodic analysis of customer feedback, opinions, public opinion reports, and customer sentiment regarding the services provided by the department and prepare reports on findings and recommendations to ensure the delivery of services that meet customer needs and improve services in accordance with approved policies and work procedures. Study and analyze customer happiness and mystery shopper results across all services and service delivery channels, coordinate with the concerned departments to address areas of dissatisfaction, monitor their compliance with implementing the related improvement actions, and prepare periodic reports accordingly. Apply local and international best practices to support the enhancement of customer experience through effective communication and constructive partnerships.