Chief CX Architect & Experience Strategy

Roads and Transport Authority; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Roads and Transport Authority in Dubai seeks a Strategy and CX leader to drive an integrated customer-experience framework aligned with organizational strategy and values. You will govern the master service catalogue, lead cross-agency CX initiatives, and deliver measurable improvements in journey quality and satisfaction.

Role requires senior leadership, strong data analytics, change management, and ability to guide Lean/Six Sigma–based improvements across multiple channels and services.

Qualifications

• Bachelor's or master's degree in business administration, marketing or customer experience management
• 9+ years with master's (11+ with bachelor's)
• Certifications such as CCXP or ISO 9001 Lead Auditor
• Experience in managing and governing organizational change processes
• Commitment to delivering customer experience excellence across all touchpoints
• Ability to conduct market research and benchmarking to improve service standards
• Skilled in maintaining and updating service catalogues and related documentation
• Coordination of day-to-day service delivery operations
• Ability to evaluate service performance and implement improvement initiatives
• Experience in managing and organizing service information systems
• Proficiency in gathering business requirements and solution scoping
• Strong data analysis and reporting capabilities
• Skilled in customer data analysis and generating actionable insights
• Excellent project management and execution skills

Responsibilities

• Lead the integrated customer-experience framework aligned with RTA strategy and cross‑agency accountability
• Define enterprise metrics and reporting structures for journey quality, satisfaction, loyalty, and ROI
• Govern change management policy for new or modified services and channels with risk assessments
• Govern the master service catalogue ensuring data quality, integrity, and omni-channel consistency
• Implement and monitor CX strategy projects with measurable outcomes
• Lead design-thinking initiatives and governance across CX projects
• Lead department-wide process optimization initiatives using Lean, Six Sigma or equivalent
• Develop and lead a team of service designers delivering timely, high-quality outcomes
• Provide CX leadership input to awards submissions and CX framework alignment
• Oversee enterprise-wide customer-satisfaction measurement and KPI accountability
• Architect end-to-end omnichannel journey orchestration to predict customer experience under varied scenarios
• Drive journey redesign projects with embedded KPIs for continuous improvement

Skills

CX strategy

Stakeholder management

Data analysis

Project management

Process improvement

Education

Bachelor's degree in business administration/marketing

Master’s degree in business administration/marketing

CCXP certification

ISO 9001 Lead Auditor

Job description

Roads and Transport Authority in Dubai seeks a Strategy and CX leader to drive an integrated customer-experience framework aligned with organizational strategy and values. You will govern the master service catalogue, lead cross-agency CX initiatives, and deliver measurable improvements in journey quality and satisfaction.

Role requires senior leadership, strong data analytics, change management, and ability to guide Lean/Six Sigma–based improvements across multiple channels and services.