Customer Experience Planning & Standards Lead

UAE General Civil Aviation Authority (GCAA); Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

UAE General Civil Aviation Authority (GCAA) is seeking a professional to plan and govern customer service management systems aligned with its strategic objectives. The role focuses on standardising policies, SLAs, and customer journeys to deliver exceptional service experiences.

Responsibilities include audits support, customer happiness strategy development, needs analysis with business units, and driving improvement across customer journeys while ensuring compliance with government standards.

Qualifications

Responsibilities

• Develop and implement customer service standards, policies, procedures, SLAs and customer journeys in line with policies and standards.
• Provide administrative support in the customer services audits of external institutions and agencies.
• Support the line manager to develop the customer experience and happiness strategy including KPIs and value proposition.
• Conduct customer need analysis in collaboration with GCAA Business units.
• Coordinate and follow up with Business units to outline and prioritise customer journeys for improvements and delight.
• Support the implementation of corporate path principles and roadmaps related to customer experience.
• Manage key customer accounts and gather their needs and expectations.

Job description

UAE General Civil Aviation Authority (GCAA) is seeking a professional to plan and govern customer service management systems aligned with its strategic objectives. The role focuses on standardising policies, SLAs, and customer journeys to deliver exceptional service experiences.

Responsibilities include audits support, customer happiness strategy development, needs analysis with business units, and driving improvement across customer journeys while ensuring compliance with government standards.