Principal Customers relations officer

Beginning of the main content section.Return to the home pagePrintable Format Job Description - Principal Customers relations officer (26003133)Job Description Principal Customers relations officer - (26003133) Job Description · Prepare specialized studies aimed at evaluating the performance of services provided to the department’s customers by identifying their level of satisfaction and experience in receiving such services and submit the results of these studies along with the challenges facing service delivery and the proposed improvement opportunities in accordance with the highest possible service standards.· Conduct benchmarking against best practices, institutional assessment outcomes, and the institutional strategic plan, and update, monitor, implement, and measure the outputs of institutional methodologies, systems, and indicators that support the section’s activities and responsibilities.· Analyze and monitor the results of the Instant Happiness Index and develop and implement the necessary improvement actions in coordination with the relevant organizational units, and prepare the related periodic reports.· Develop appropriate mechanisms for classifying and identifying the municipality’s customer segments, determine the characteristics of these segments, and maintain comprehensive databases covering all customer categories and their characteristics, in coordination with the relevant organizational units.· Update customer happiness standards in accordance with international best practices and ensure that all Dubai Municipality service channels and frontline employees comply with these standards.· Evaluate service performance by preparing detailed studies to analyze the customer experience while receiving services, identify the key challenges faced by customers, and determine the main improvement opportunities based on the study outcomes Qualifications · Qualification: Bachelor's Degree· Major: Administrative Sciences, Public Relations· Experience: 6 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; Major: Administrative Sciences, Public Relations; Experience: 6 Years and Above

Prepare specialized studies evaluating performance of services for department’s customers, identify satisfaction and experience levels, report results with challenges and improvement opportunities. Conduct benchmarking against best practices and strategic plans; update, monitor, implement and measure outputs of institutional methodologies, systems, and indicators. Analyze Instant Happiness Index results and implement improvement actions with relevant units; prepare periodic reports. Develop mechanisms for classifying and identifying customer segments; maintain comprehensive databases of customer categories and characteristics in coordination with organizational units. Update customer happiness standards per international best practices; ensure compliance across service channels and frontline employees. Evaluate service performance by analyzing customer experience, identify challenges, and determine main improvement opportunities.