Principal Customer Experience & Service Improvement Lead

Tanqeeb; Abu Dhabi; On-site; AED 279,000 - 446,000; Full time

Job summary

Dubai Municipality invites applications for a Senior Administrative Analyst to lead studies evaluating service performance, measure customer experience, and report findings with improvement opportunities aligned to the department’s highest service standards.

The role includes benchmarking against best practices, maintaining customer segment databases, updating happiness standards, and coordinating improvement actions across units.

Qualifications

• Bachelor's Degree in Administrative Sciences or Public Relations.
• Minimum 6 years of relevant experience.

Responsibilities

• Prepare specialized studies to evaluate customer service performance and satisfaction.
• Benchmark against best practices and monitor outputs supporting the section’s activities.
• Analyze Instant Happiness Index results and implement necessary improvements.
• Develop mechanisms to identify and categorize customer segments and maintain comprehensive databases.
• Update customer happiness standards and ensure compliance across service channels.
• Evaluate service performance and identify key improvement opportunities based on study outcomes.

Education

Bachelor's Degree

Job description

Dubai Municipality invites applications for a Senior Administrative Analyst to lead studies evaluating service performance, measure customer experience, and report findings with improvement opportunities aligned to the department’s highest service standards.

The role includes benchmarking against best practices, maintaining customer segment databases, updating happiness standards, and coordinating improvement actions across units.