Principal Customer Experience Specialist

Tanqeeb; Abu Dhabi; On-site; AED 670,000 - 893,000; Full time

Job summary

Tanqeeb in Abu Dhabi seeks a senior strategist to prepare the Customer Experience and Service Delivery Strategy, including a roadmap for developing institutional capabilities and projects to enhance service levels and customer happiness.

The role requires coordinating service improvement plans with concerned departments and external partners, aligning with policies and 360-degree service delivery channels, and building strong customer relationships to achieve department objectives.

Qualifications

• Bachelor's degree is required.
• Major should be Administrative Sciences or Public Relations.
• Minimum 13 years of experience in relevant roles.

Responsibilities

• Prepare the Customer Experience and Service Delivery Strategy with a roadmap for capabilities and initiatives.
• Create service improvement plans and department work plans aligned with policies and channels.
• Develop and enhance customer touchpoints and maintain strong customer relationships across units.
• Analyze customer feedback, public opinion, and sentiment; produce reports with findings and recommendations.
• Study happiness and mystery shopper results; coordinate with departments to address dissatisfaction and track improvements.
• Apply local and international best practices to enhance customer experience and partnerships.

Skills

Customer relationship management

Analytical skills

Communication skills

Stakeholder coordination

Report writing

Education

Bachelor's Degree

Job description

Job description

• Prepare the Customer Experience and Service Delivery Strategy, including a roadmap for developing the related institutional capabilities, as well as an agenda, improvement priorities, initiatives, and projects required to enhance service delivery levels and achieve customer happiness.
• Prepare service improvement and development plans, department work plans within the administration, and future improvement initiatives in coordination with the concerned departments and external partners, in alignment with the service policy and 360-degree service delivery channels.
• Develop and enhance customer touchpoints, build and maintain strong relationships with customers, and support the achievement of the department's objectives in coordination with the relevant organizational units.
• Conduct periodic analysis of customer feedback, opinions, public opinion reports, and customer sentiment regarding the services provided by the department and prepare reports on findings and recommendations to ensure the delivery of services that meet customer needs and improve services in accordance with approved policies and work procedures.
• Study and analyze customer happiness and mystery shopper results across all services and service delivery channels, coordinate with the concerned departments to address areas of dissatisfaction, monitor their compliance with implementing the related improvement actions, and prepare periodic reports accordingly.
• Apply local and international best practices to support the enhancement of customer experience through effective communication and constructive partnerships.
• Qualification: Bachelor's Degree
• Major: Administrative Sciences, Public Relations
• Experience: 13 Years and Above