Senior Customer Experience & Service Strategy Lead

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

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.