Chief Specialist - Customer Service

Job Purpose Management of customer experience and governance of service performance within the Office of the Executive Director of the Enterprise Technical Support Services Sector, through transforming the voice of the customer (internal and external), CRM (Customer Relationship Management) system data, and service, systems, and digital channel performance data into a unified executive view, actionable and measurable improvement initiatives, and tracking their impact through to closure. Strategy • Manage, monitor, and analyze customer cases related to sector services in the CRM system (complaints, requests, reports, suggestions, inquiries, and feedback) across all classification dimensions: service, main service, end service, entity, department, concerned technical department, touchpoint, channel, case reason, type, status, SLA compliance level, and processing time. • Establish and manage a unified Voice of Customer framework integrating complaints, requests, reports, surveys, digital channels, and contact center sources, identifying customer sentiment, drivers of satisfaction and dissatisfaction, customer needs and expectations, pain points, and emerging issues. • Oversee the design and updating of customer journeys for the sector’s services, applications, and systems, including journey stages, touchpoints, channels, responsible owner, customer and system actions, decision points, friction points, effort, failure points, escalation points, data visibility gaps, and improvement opportunities. • Build an integrated performance view for each service linking volume with complaints, touchpoints, causes, journey, effort, SLA, satisfaction, root cause, and improvement actions, and identify services requiring management intervention. Operations • Prepare assessments of the current customer experience versus the target state for each major service, identify the quantitative gap between them, and derive improvement initiatives required to close the gap. • Conduct periodic advanced complaint analyses to identify the most frequent services, channels, touchpoints, causes, recurring complaints, chronic issues, emerging trends, and high-risk services, and convert findings into recommendations for senior management. • Measure and analyze the effort required from customers to complete services, identify high-effort journeys, repeated contacts, rework, insufficient information, channel switching, digital channel leakage, and unnecessary steps, and propose process simplification opportunities. • Identify and analyze customer journey failure cases (technical failures, payment issues, integration issues, data issues, identity verification failures, application failures, or service availability issues), linking each case to the service, journey stage, touchpoint, root cause, and responsible owner. • Analyze and monitor SLA compliance levels, breaches, average and median resolution times, extensions, overdue, delayed, and recurring cases, and determine their impact on customer experience. • Analyze customer satisfaction indicators and link them to service, channel, touchpoint, cause, journey stage, SLA, customer effort, and resolution outcome, while disclosing response rates whenever satisfaction indicators are presented. • Classify issues into technical, operational, procedural, integration, data-related, policy-related, customer information-related, and channel-related categories to identify actual ownership before escalation. Conduct root cause analysis for priority issues using approved methodologies (5 Whys, Pareto, cause-and-effect, trend and correlation analysis), without limiting analysis to symptoms or considering system cause classifications as root causes. • Review the quality of reason and purpose classifications in the CRM system, identify generic, duplicate, incomplete, incorrect classifications and unified classification gaps, and work with relevant entities to improve them. • Conduct customer experience data quality assessments in terms of completeness, accuracy, consistency, timeliness, validity, uniqueness, and enrichment; prepare a data quality issue register and required actions; and escalate major issues to the concerned management and the Executive Director. • Develop and monitor an executive dashboard for overall customer experience indicators, including total cases, complaint rates, customer satisfaction, SLA compliance and breaches, customer effort, digital journey success, preventable demand, repeated contact, digital channel leakage, validity of resolution outcomes, and technology-originated issues. • Establish and apply a prioritization methodology for improvement initiatives based on volume, severity, customer effort, complaint rate, satisfaction, SLA compliance, repeated contact, business impact, and technical impact, categorizing them as critical, high, medium, or low priority based on clear quantitative evidence. • Convert improvement opportunities into an execution roadmap including the initiative, problem statement, targeted service, desired outcome, responsible owner, priority, timeline, expected KPI movement, status, dependencies, and risks. • Follow up on implementation of corrective actions across the full chain from insight to recommendation to action, owner, due date, execution, KPI impact, and closure; follow up with responsible departments and escalate delayed cases to the Executive Director. • Utilize AI technologies and advanced analytics to identify customer experience improvement opportunities through a methodology linking pain points with evidence, solution, expected impact, owner, timeline, and KPI, and submit them to the AI and Data Science Center for technical evaluation and implementation. • Develop an early warning mechanism to detect issue indicators before they escalate into large complaint volumes, through reports, abnormal spikes, anomalous trends, events, technical outages, and channel failures, and issue alerts according to approved thresholds. • Monitor the experience of People of Determination, senior citizens, and individuals with special needs, ensuring inclusion of accessibility, usability, and inclusive design standards in service and digital application evaluations. Product/Process Improvement • Oversee Define institutional innovation maturity targets and track progress through governance dashboards and strategic KPIs. • Participate in and follow up on projects affecting services, applications, channels, and customer journeys, ensuring customer experience impact assessments are prepared before implementing projects with direct customer impact, in coordination with the Project Management Office. • Support governance of sector services through service catalogs, service owners, SLAs and KPIs, customer experience metrics, service reviews, improvement procedures, and escalation mechanisms, and review change requests affecting customers before submission in accordance with the authority’s service management policy. • Prepare executive insights and recommendations for the Executive Director answering: what happened, where and why; who is affected and what is the scale of impact; who is responsible; what should be done; what is the priority; when should it be implemented; and how its impact should be measured. • Produce the approved periodic deliverables for the role, including: executive dashboards, system performance reports, complaint analysis reports, Voice of Customer reports, journey maps, current vs. target state assessments, pain point registers, root cause analysis reports, preventable demand reports, SLA and satisfaction reports, customer effort reports, service scorecards

Manage, monitor, and analyze customer cases related to sector services in the CRM system across all classification dimensions. Establish and manage a unified Voice of Customer framework. Oversee the design and updating of customer journeys for the sector’s services, applications, and systems. Build an integrated performance view for each service linking volume with complaints, touchpoints, causes, journey, effort, SLA, satisfaction, root cause, and improvement actions. Prepare assessments of the current customer experience versus the target state for each major service; identify gaps and derive improvement initiatives. Conduct periodic advanced complaint analyses and translate findings into recommendations for senior management. Measure and analyze customer effort; propose process simplification opportunities. Analyze customer journey failure cases and link to service context. Analyze SLA compliance levels, breaches, resolution times, and impact on customer experience. Correlate customer satisfaction indicators with service, channel, touchpoint, cause, journey stage, SLA, and resolution outcome; disclose response rates. Classify issues into categories to identify ownership; perform root cause analysis using approved methodologies. Review CRM reason and purpose classifications; improve unified classifications. Conduct customer experience data quality assessments and maintain a data quality issue register. Develop and monitor an executive dashboard for overall customer experience indicators. Establish a prioritization methodology for improvement initiatives and categorize them by priority. Convert improvement opportunities into an execution roadmap with all pertinent details. Follow up on corrective actions across the full chain and escalate delayed cases. Utilize AI technologies to identify improvement opportunities and submit for evaluation. Develop an early warning mechanism to detect issue indicators and issue alerts. Monitor the experience of People of Determination and other protected groups, ensuring accessibility and inclusive design in evaluations. Oversee institutional innovation targets and track progress via governance dashboards. Participate in projects affecting services and ensure customer experience impact assessments are prepared. Support governance of sector services through service catalogs, SLAs, KPIs, and governance procedures; review change requests affecting customers. Prepare executive insights and recommendations answering what happened, where and why; who is affected; what should be done; who is responsible; priority; timeline; and how impact is measured. Produce approved periodic deliverables including executive dashboards, system performance reports, complaint analyses, Voice of Customer reports, journey maps, current vs. target assessments, pain point registers, root cause analyses, preventable demand reports, SLA and satisfaction reports, customer effort reports, and service scorecards.