Chief Customer Experience Architect

Roads and Transport Authority; Dubai; On-site; AED 520,000 - 800,000; Full time

Job summary

Roads and Transport Authority in Dubai seeks a senior leader to manage customer experience governance and tie service performance to executive decision-making. You will transform customer voices from CRM and channels into actionable improvement initiatives and track impact to closure.

The role requires extensive experience in CX analytics, VOC, and journey design, with a proven ability to lead cross‑functional teams and deliver measurable outcomes in a complex public sector environment.

Qualifications

• Bachelor’s or Master’s degree in a relevant field.
• 9+ years in a related field (master’s) or 11+ years (bachelor’s).
• Experience in CRM, VOC, and service performance analytics.
• Ability to design and monitor executive dashboards and improvement initiatives.

Responsibilities

• Manage, monitor, and analyze customer cases in CRM across service classifications.
• Establish a unified Voice of Customer framework across channels and sources.
• Oversee design and updates of customer journeys for services and systems.
• Build an integrated performance view linking volume, complaints, and SLA data.
• Prepare assessments of current vs target customer experience for major services.
• Conduct advanced complaint analyses to identify trends and high-risk areas.
• Measure customer effort and identify high-effort journeys for simplification.
• Analyze journey failure cases and map to services, stages, and owners.
• Monitor SLA compliance, breaches, resolution times, and impact on experience.
• Develop an executive dashboard for CX indicators and KPI movements.
• Prioritize improvement initiatives and translate them into an actionable roadmap.
• Follow up on corrective actions and elevate delayed cases to leadership.
• Apply AI/advanced analytics to identify CX opportunities and supporting actions.

Skills

Customer experience management

Governance & performance

Data analytics

Stakeholder management

Education

Bachelor’s or Master’s degree in Business Administration, MIS, Data Science, IT, or equivalent

Job description

Roads and Transport Authority in Dubai seeks a senior leader to manage customer experience governance and tie service performance to executive decision-making. You will transform customer voices from CRM and channels into actionable improvement initiatives and track impact to closure.

The role requires extensive experience in CX analytics, VOC, and journey design, with a proven ability to lead cross‑functional teams and deliver measurable outcomes in a complex public sector environment.