Director Customer Happiness | UAE National

Drive RTA-wide customer-happiness strategy by setting up vision, policy, and KPIs. Oversee the governance of all service-delivery channels and mobilize people, budgets, and systems while assuring regulatory, quality, and HSE compliance to continually elevate customer experience.

• Drive the development and continuous refinement of an integrated customer experience framework across all services and channels, ensuring strategic alignment, seamless journey design, and cross-sector collaboration to elevate service quality and user satisfaction
• Oversee the development of customer-care strategies, including policies for digital channels, to make sure customers get smooth and high-quality service everywhere.
• Establish and chair a formal governance committee to strategically assess major changes to service delivery channels, ensuring alignment with customer needs and updating service standards accordingly
• Oversee the str...