Customer Experience Architect & Strategist

The General Civil Aviation Authority; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

The General Civil Aviation Authority is seeking a Customer Experience leader to shape and oversee end-to-end customer service initiatives in Abu Dhabi. You will define standards, policies, and SLAs, align programs with strategic objectives, and drive improvements across customer journeys.

The role involves auditing support, stakeholder collaboration, and fostering a service-excellence culture. Responsibilities include conducting customer need analyses, managing key accounts, and ensuring

Responsibilities

• Develop and implement customer service standards, policies, procedures, SLAs and customer journeys and ensure alignment with approved policies and standards.
• Provide administrative support in customer services audits of external institutions to ensure resources for reviews and audits.
• Support development of customer experience and happiness strategy including value proposition, vision, mission and strategic objectives.
• Conduct customer need analysis in collaboration with GCAA Business units.
• Coordinate with Business units to outline and prioritize customer journeys for improvements and opportunities to delight customers.
• Support implementation of corporate path principles and roadmaps related to customer.
• Manage key customer accounts and gather needs and expectations.
• Comply with Emirates Government Service Excellence Program standards and government requirements in planning.
• Provide recommendations to increase effectiveness of procedures, SLAs and customer journeys based on voice of customers.
• Identify workflow improvements to enhance customer happiness.
• Design and conduct customer happiness surveys and report results with recommendations.
• Foster a culture of customer service excellence through mechanisms like Customer Service Circles.
• Design and deploy a customer service culture through training and staff engagement.
• Conduct workshops with business units and customers to understand needs and expectations.
• Initiate a continuous improvement plan for audit findings and best practices.

Job description

The General Civil Aviation Authority is seeking a Customer Experience leader to shape and oversee end-to-end customer service initiatives in Abu Dhabi. You will define standards, policies, and SLAs, align programs with strategic objectives, and drive improvements across customer journeys.

The role involves auditing support, stakeholder collaboration, and fostering a service-excellence culture. Responsibilities include conducting customer need analyses, managing key accounts, and ensuring