Specialist- Customer Experience UAE National Only

UAE General Civil Aviation Authority (GCAA); Dubai; On-site; AED 180,000 - 270,000; Full time

Job summary

UAE General Civil Aviation Authority in Dubai seeks a dedicated professional to plan and implement customer service management policies aligned with strategic objectives. You will shape customer experience standards, SLAs, and journeys to ensure best practices across the organization.

The role involves collaborating with business units, conducting needs analysis, prioritizing journeys for improvement, and supporting compliance with government service excellence standards in the planning process

Job description

Job Description:

ROLE PURPOSE: Planning the Customer Service Management system policy and programs in alignment with GCAA’s strategic objectives in order to ensure the organization has the best Customer Service practices in place.

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.

Requirements: