Head of Customer Experience & Aviation Consumer Protection

Dubai Civil Aviation Authority; Dubai; On-site; AED 350,000 - 520,000; Full time

Job summary

Dubai Civil Aviation Authority seeks an experienced leader to manage the Customer Happiness & Consumer Protection Section, ensuring enforcement of consumer rights within Dubai’s civil aviation sector and delivering excellent service across all channels.

The role oversees complaint handling, awareness campaigns, and service quality monitoring, with a focus on continuous improvement and regulatory compliance for airlines and service providers.

Qualifications

• Bachelor’s degree in Business Administration, Aviation Management, Public Administration, Law, Economics, Customer Experience Management, or a related field.
• MBA preferred.
• 14+ years of progressive experience in customer experience management, consumer protection, aviation services, regulatory compliance, or related fields with a Bachelor’s degree; or 12+ years with a Master’s degree.
• At least 4 years in a managerial or supervisory role, leading teams and overseeing service delivery or regulatory functions.

Responsibilities

• Implement approved consumer protection policies, procedures, and regulatory frameworks governing customers' rights across Dubai's civil aviation sector.
• Oversee end-to-end intake, processing, and resolution of complaints, inquiries, and suggestions through all channels.
• Review and manage complex or high-impact consumer cases requiring regulatory interpretation or multi-stakeholder coordination.
• Monitor airlines and aviation service providers for compliance with consumer protection regulations.
• Provide accurate, timely information to customers and guide them to the correct service units.
• Define and track customer happiness KPIs, complaint metrics, and service quality indicators.
• Coordinate with airlines, airport operators, and service providers on consumer matters.
• Prepare operational plans, update manuals, and ensure governance compliance and continuous improvement.
• Lead the section’s team, develop capabilities, and promote accountability and customer-centric culture.
• Perform other duties as assigned by the Department Director.

Skills

Customer experience

Complaint management

Regulatory compliance

Stakeholder management

Leadership

Education

Bachelor’s degree in related field

MBA preferred

Job description

Dubai Civil Aviation Authority seeks an experienced leader to manage the Customer Happiness & Consumer Protection Section, ensuring enforcement of consumer rights within Dubai’s civil aviation sector and delivering excellent service across all channels.

The role oversees complaint handling, awareness campaigns, and service quality monitoring, with a focus on continuous improvement and regulatory compliance for airlines and service providers.