Senior CX & Service Strategy Lead

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

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.