Principal Customer Experience Specialist

Dubai Municipality; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Dubai Municipality is seeking a senior professional to lead customer experience and service delivery initiatives. You will develop a comprehensive strategy, outline improvement projects, and coordinate with internal departments and external partners to elevate service levels and customer happiness.

The role focuses on enhancing touchpoints, analyzing feedback, and implementing best practices to ensure services meet customer needs across channels.

Qualifications

• Bachelor's degree in Administrative Sciences or Public Relations.
• Minimum 13 years of professional experience in related fields.

Responsibilities

• Prepare the Customer Experience and Service Delivery Strategy with a roadmap for capabilities and improvement projects.
• Prepare service improvement plans and department work plans aligned with policy and channels.
• Develop and enhance customer touchpoints and maintain strong customer relationships.
• Analyze customer feedback and sentiment; report findings and recommendations to improve services.

Skills

Customer service orientation

Stakeholder management

Education

Bachelor's Degree in Administrative Sciences or Public Relations

13+ years of experience

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
• Administrative Sciences, Public Relations
• 13 Years and Above