Principal Customers relations officer

Dubai Municipality; Dubai; On-site; AED 167,000 - 234,000; Full time

Job summary

Dubai Municipality is seeking a qualified professional to lead customer experience studies, perform benchmarking against best practices, and report on service delivery challenges with improvement opportunities. The role coordinates with relevant units to monitor outcomes and develop improvement actions.

Responsibilities include analyzing the Instant Happiness Index, maintaining customer segmentation databases, updating happiness standards, and ensuring frontline compliance with new service

Qualifications

• Bachelor's degree in Administrative Sciences or Public Relations.
• Minimum 6 years of relevant work experience.
• Strong analytical and benchmarking abilities, with knowledge of service quality standards.

Responsibilities

• Prepare studies evaluating customer satisfaction and experience in receiving services, report findings, challenges, and improvement opportunities.
• Benchmark against best practices and institutional plans; measure outputs of methodologies, systems, and indicators.
• Analyze Instant Happiness Index results and implement necessary improvements with coordination across units; prepare periodic reports.
• Develop mechanisms to classify and identify customer segments and maintain comprehensive customer databases.
• Update customer happiness standards and ensure compliance across service channels and frontline employees.
• Evaluate service performance by detailed studies of customer experience, identifying key challenges and opportunities.

Education

Bachelor's Degree

Job description

• Prepare specialized studies aimed at evaluating the performance of services provided to the department’s customers by identifying their level of satisfaction and experience in receiving such services and submit the results of these studies along with the challenges facing service delivery and the proposed improvement opportunities in accordance with the highest possible service standards.
• Conduct benchmarking against best practices, institutional assessment outcomes, and the institutional strategic plan, and update, monitor, implement, and measure the outputs of institutional methodologies, systems, and indicators that support the section’s activities and responsibilities.
• Analyze and monitor the results of the Instant Happiness Index and develop and implement the necessary improvement actions in coordination with the relevant organizational units, and prepare the related periodic reports.
• Develop appropriate mechanisms for classifying and identifying the municipality’s customer segments, determine the characteristics of these segments, and maintain comprehensive databases covering all customer categories and their characteristics, in coordination with the relevant organizational units.
• Update customer happiness standards in accordance with international best practices and ensure that all Dubai Municipality service channels and frontline employees comply with these standards.
• Evaluate service performance by preparing detailed studies to analyze the customer experience while receiving services, identify the key challenges faced by customers, and determine the main improvement opportunities based on the study outcomes
• Qualification: Bachelor's Degree
• Major: Administrative Sciences, Public Relations
• Experience: 6 Years and Above