Director- Customer Happiness

Talents Tide; Dubai; On-site; AED 250,000 - 450,000; Full time

Job summary

Talents Tide in Dubai seeks a Director Customer Happiness to lead a government-linked CX transformation in the transport and logistics space. You will craft a world-class strategy, map journeys, and enhance all touchpoints to elevate public service delivery.

The role requires 10+ years in CX or service design, with at least 5 years in senior leadership, and strong Arabic & English communication for a citywide impact.

Qualifications

• Bachelor's degree in Business, Marketing, Public Administration or related field.
• Minimum 10 years of experience in Customer Experience, Service Design, or Customer Happiness.
• At least 5 years in a senior or director-level role with CX transformation experience.
• Background in transport, logistics, mobility, or government services is highly desirable.
• Fluent in Arabic and English is strongly preferred.

Responsibilities

• Develop and lead the Customer Happiness Strategy aligned with Dubai Government benchmarks.
• Drive comprehensive customer journey mapping to identify pain points and opportunities.
• Design and improve digital and physical customer touchpoints for a seamless experience.
• Collaborate with operations, digital, and service delivery teams to embed customer-centric thinking.
• Set and monitor CX performance metrics such as NPS, CSAT, and CES.
• Build and manage Voice of Customer programs for data-driven improvements.
• Promote a customer-first culture through internal training and engagement initiatives.
• Benchmark international best practices within transport and logistics.
• Advise senior leadership on CX strategy, insights, and innovation amid government mandates.

Skills

Customer journey mapping

CX transformation

Leadership

Cross-functional collaboration

Arabic & English fluency

Education

Bachelor's degree in Business/Marketing/Public Administration

Masters preferred

Job description

About the job Director- Customer Happiness

Job Title: Director Customer Happiness

Location: Dubai

About the Role:

A prestigious semi-government organization in Dubais Transport & Logistics sector is looking for an experienced and strategic Director Customer Happiness to lead its customer experience transformation. This position is open exclusively to Emiratis , in alignment with the entitys Emiratization goals and commitment to developing local leadership talent. The role will be responsible for driving a world-class customer experience strategy through journey mapping, service innovation, and enhancement of all customer touchpoints . The successful candidate will have the opportunity to influence public service delivery on a large scale and directly contribute to Dubais vision for service excellence.

Key Responsibilities:

• Develop and execute the organizations Customer Happiness Strategy, ensuring it aligns with corporate goals and Dubai Government service excellence benchmarks.
• Lead comprehensive customer journey mapping efforts to identify pain points, gaps, and key opportunities across all customer segments and channels.
• Design and improve customer touchpoints, both digital and physical, for a seamless, proactive, and personalized experience.
• Work closely with operational, digital, and service delivery teams to embed customer-centric thinking across the organization.
• Set and monitor CX performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Build and manage Voice of Customer (VoC) programs, ensuring data-driven improvements to services.
• Drive a customer-first culture through internal training, communication, and employee engagement initiatives.
• Benchmark international best practices in customer experience, especially within the transport and logistics sector.
• Advise senior leadership on CX strategy, insights, and innovation aligned with government mandates and smart city initiatives.
• Ensure adherence to Dubai Government Customer Happiness KPIs and frameworks.

Candidate Profile:

• Bachelors degree in Business, Marketing, Public Administration, or related field (Masters preferred)
• Minimum 10 years of experience in Customer Experience, Service Design, or Customer Happiness, with at least 5 years in a senior or director-level role
• Strong track record in customer journey mapping, service improvement, and CX transformation
• Background in transport, logistics, mobility, or government services is highly desirable
• Solid understanding of Dubai Government service excellence models and public sector KPIs
• Exceptional leadership, communication, and cross-functional collaboration skills
• Bilingual (Arabic & English) is strongly preferred

Why Join Us?

• Opportunity to lead a high-impact CX transformation in one of Dubais most vital sectors
• Work within a purpose-driven semi-government organization committed to innovation
• Competitive compensation and benefits package
• Clear path for professional growth and leadership impact