Customer Experience Lead & Process Optimizer

UAE General Civil Aviation Authority (GCAA); Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

UAE General Civil Aviation Authority (GCAA) is seeking a dedicated professional for Customer Experience Planning. You will develop standards, policies and SLAs, and coordinate cross‑unit efforts to enhance customer journeys and satisfaction.

The role includes supporting audits, strategy development for customer happiness, and driving continuous improvement across customer services. Collaboration with multiple business units is essential to deliver measurable improvements in service excellence.

Responsibilities

• Develop and implement customer service standards, policies, procedures, SLAs and customer journeys and ensure consistency with approved policies and standards.
• Provide administrative support in customer services audits of external institutions to ensure resources for reviews and audits.
• Support the line manager to develop the customer experience and happiness strategy, including the value proposition, vision, mission and KPIs.
• Conduct customer need analysis in collaboration with GCAA business units.
• Coordinate with business units to outline and prioritize customer journeys for improvements and delight.
• Support the implementation of corporate path principles and roadmaps related to customer.
• Manage key customer accounts and gather their needs and expectations.
• Comply with Emirates Government Service Excellence Program standards and other government requirements within planning for the section's SLAs and journeys.
• Provide recommendations to increase effectiveness of procedures, SLAs and customer journeys based on best practices and voice of customers.
• Identify and recommend workflow improvements of overall customer experience processes and systems to enhance happiness.
• Manage the process of conducting customer happiness surveys and design surveys for customer services, including analysis and recommendations.
• Foster a culture of customer service excellence through mechanisms like Customer Service Circles.
• Design, develop and deploy a customer service culture through training and communicating management expectations on standards of excellence.
• Conduct workshops with business units and customers to understand needs and expectations.
• Initiate a continuous improvement plan for audit findings and best practices in line with standards.

Job description

UAE General Civil Aviation Authority (GCAA) is seeking a dedicated professional for Customer Experience Planning. You will develop standards, policies and SLAs, and coordinate cross‑unit efforts to enhance customer journeys and satisfaction.

The role includes supporting audits, strategy development for customer happiness, and driving continuous improvement across customer services. Collaboration with multiple business units is essential to deliver measurable improvements in service excellence.