Specialist- Customer Experience ( UAE National only)

UAE General Civil Aviation Authority (GCAA); Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

UAE General Civil Aviation Authority (GCAA) is seeking a professional to plan and govern customer service management systems aligned with its strategic objectives. The role focuses on standardising policies, SLAs, and customer journeys to deliver exceptional service experiences.

Responsibilities include audits support, customer happiness strategy development, needs analysis with business units, and driving improvement across customer journeys while ensuring compliance with government standards.

Qualifications

Responsibilities

• Develop and implement customer service standards, policies, procedures, SLAs and customer journeys in line with policies and standards.
• Provide administrative support in the customer services audits of external institutions and agencies.
• Support the line manager to develop the customer experience and happiness strategy including KPIs and value proposition.
• Conduct customer need analysis in collaboration with GCAA Business units.
• Coordinate and follow up with Business units to outline and prioritise customer journeys for improvements and delight.
• Support the implementation of corporate path principles and roadmaps related to customer experience.
• Manage key customer accounts and gather their needs and expectations.

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.