Senior Customer Experience & Relations Lead

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

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