Chief Specialist - Customer Experience

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

Strategy

• Lead the integrated customer-experience framework, aligning it with RTA strategy, core values, and cross-agency accountability matrix.
• Define enterprise metrics and reporting structures that track journey quality, satisfaction, loyalty, and ROI.
• Govern the change management policy for new, modified, or retired services and channels, ensuring customer impact and risk assessments are integral to decision-making.
• Oversee governance of the master service catalogue, ensuring data quality, service integrity, and omni-channel consistency across all RTA entities.
• Implement and monitor CX strategy projects and initiatives, ensuring measurable outcomes and integration with organizational priorities.

• Enable control over the current Customer Experience Strategy through governing the operations of the strategy, the projects execution, through demonstrating Strategic analysis tools, such as SWOT, PESTEL and others.

  
  

Operations

• Ensure governance and coordination mechanisms are in place for agencies to maintain accurate, consistent service information across all channels.
• Supervise the design, development, modification, or cancellation of services and delivery channels, ensuring customer voice, experience impact, and stakeholder feedback are embedded at every design stage.
• Lead consultation and feedback sessions with business owners and stakeholders to gain actionable insights for continuous service enhancement.
• Manage desktop research, benchmarking repositories, and knowledge assets on global CX and design-thinking trends.
• Guide co-creation workshops, focus groups, and Voice-of-Customer studies to capture critical moments of truth.
• Lead and develop a team of service designers, ensuring timely delivery, high quality, and continuous capability development.
• Provide CX leadership and technical input to quality award submissions, ensuring alignment with CX frameworks and standards.
• Oversee enterprise-wide customer satisfaction measurement and ensure KPI ownership and accountability across RTA agencies.
• Architect an end-to-end omnichannel journey orchestration strategy to predict customer experience under different operational scenarios and process changes.
• Drive end-to-end journey redesign project with embedded KPIs to measure efficiency, effectiveness, and customer impact, ensuring continuous improvement cycles.

Product / Process Improvement

• Design, pilot, and evaluate innovative CX projects integrating AI, agile practices, and digital touchpoint enhancements for scalability and impact.
• Prioritize a rolling portfolio of top CX improvements, track benefits, and publish lessons learned.
• Embed and govern service-management frameworks that enable controlled, measurable CX improvements and ensure omni-channel scalability.
• Lead organization-wide communication, culture-change, and capability-building programs to foster a customer-centric culture and reinforce best-practice behaviors.

• Lead department-wide process optimization initiatives using Lean, Six Sigma, or other advanced methodologies to reduce customer pain points while improving satisfaction and loyalty.

  
  

• Bachelor's degree/master’s degree in business administration, marketing, customer experience management
• 9+ years in case of master’s degree (11+ years in case of bachelor’s degree)
• Certifications such as CCXP, ISO 9001 Lead Auditor, or equivalent
• Experience in managing and governing organizational change processes
• Commitment to delivering customer experience excellence across all service touchpoints
• Ability to conduct market research and benchmarking to improve service standards
• Skilled in maintaining and updating service catalogues and related documentation
• Competence in coordinating 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 business requirements gathering and solution scoping
• Strong data analysis and reporting capabilities
• Skilled in customer data analysis and generating actionable insights
• Excellent project management and execution skills