Specialist - Customer Experience

General Civil Aviation Authority (GCAA); Dubai; On-site; AED 335,000 - 469,000; Full time

Job summary

General Civil Aviation Authority (GCAA) in Dubai seeks an experienced Customer Experience professional to lead planning, policy development, and KPI-driven improvements across customer journeys.

You will coordinate with business units, implement service standards, run surveys, and support the corporate path toward excellence while complying with government programs.

Responsibilities

• Develop and implement customer service standards policies, procedures, SLAs, and customer journeys aligned with approved policies.
• Provide administrative support in the customer services audit of external institutions and agencies.
• Support the line manager to develop the customer experience and happiness strategy for GCAA including customer value proposition, vision, mission, and strategic objectives.
• Coordinate with responsible Business Units to outline and prioritize customer journeys and identify improvement opportunities to enhance services and delight customers.
• Drive continuous improvement through VOC analysis and best practices to improve overall customer experience processes and systems.

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