Specialist - Customer Experience

UAE General Civil Aviation Authority (GCAA); Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

UAE General Civil Aviation Authority (GCAA) is seeking a dedicated professional for Customer Experience Planning. You will develop standards, policies and SLAs, and coordinate cross‑unit efforts to enhance customer journeys and satisfaction.

The role includes supporting audits, strategy development for customer happiness, and driving continuous improvement across customer services. Collaboration with multiple business units is essential to deliver measurable improvements in service excellence.

Responsibilities

• Develop and implement customer service standards, policies, procedures, SLAs and customer journeys and ensure consistency with approved policies and standards.
• Provide administrative support in customer services audits of external institutions to ensure resources for reviews and audits.
• Support the line manager to develop the customer experience and happiness strategy, including the value proposition, vision, mission and KPIs.
• Conduct customer need analysis in collaboration with GCAA business units.
• Coordinate with business units to outline and prioritize customer journeys for improvements and delight.
• Support the implementation of corporate path principles and roadmaps related to customer.
• Manage key customer accounts and gather their needs and expectations.
• Comply with Emirates Government Service Excellence Program standards and other government requirements within planning for the section's SLAs and journeys.
• Provide recommendations to increase effectiveness of procedures, SLAs and customer journeys based on best practices and voice of customers.
• Identify and recommend workflow improvements of overall customer experience processes and systems to enhance happiness.
• Manage the process of conducting customer happiness surveys and design surveys for customer services, including analysis and recommendations.
• Foster a culture of customer service excellence through mechanisms like Customer Service Circles.
• Design, develop and deploy a customer service culture through training and communicating management expectations on standards of excellence.
• Conduct workshops with business units and customers to understand needs and expectations.
• Initiate a continuous improvement plan for audit findings and best practices in line with standards.

Job description

Job Description:

Customer Experience Planning

• Develop and implement customer service standards, policies, procedures, SLAs and customer journeys and ensure that all processes in place are in line with the approved policies and standards.
• Provide administrative support in the customer services audit of external institutions and agencies to ensure that they have all the resources for conducting reviews and audits.
• Support the line manager to develop the customer experience and happiness strategy for GCAA including GCAA s customer value proposition vision, mission and strategic objectives In addition to, key metrics and KPIs.
• Conduct customer need analysis in collaboration with GCAA Business units.
• Coordinate and follow up with the responsible Business units to outline and prioritize customer journeys to identify areas of improvement for the services, as well as opportunities to further delight the customer.
• Support the implementation and realization of the corporate path principles and roadmaps associated with customer.
• Manage the accounts of the key customers and gather their needs and expectations.
• Comply with Emirates Government Service Excellence Program standards, and other government requirements within the planning process of the overall section producers, SLAs and customer journey.

Voice of Customers

• Provide recommendations for increasing the customer services effectiveness of specific procedures, SLAs, customer journeys and overall services based on the best practices and the voice of the customers.
• Identify and recommend procedures and workflow improvements of overall customer experience processes and systems to enhance the customers happiness.
• Manage the process of conducting the customer happiness survey and design the overall surveys of customers services and ensure developing a proper report for the results including the recommendations and analysis.

Customer Service Culture

• Foster a culture of customer service excellence through the establishment of appropriate mechanisms like Customer Service Circles which support the sustainability of the excellence philosophy.
• Design, develop, and deploy a customer service culture through providing specific training, interaction with GCAA staff to communicate management’s expectations on the standards of excellence to be attained.
• Conduct workshops with the concerned business units and customer to understand the customers’ needs and expectations

Continuous Improvement

• Initiate a continuous improvement plan for Audit findings and best international practices in line with best practices and standards.