Specialist- Customer Experience ( UAE National only)
Role Overview
Plan customer-service management policies and programs in alignment with GCAA strategic objectives and support strong customer-service practices.
Key Skills for This Role
Full Job Posting
Role purpose
Plan customer-service management policies and programs in alignment with GCAA strategic objectives and support strong customer-service practices.
Customer experience planning
- Develop and implement customer-service standards, policies, procedures, SLAs, and customer journeys; ensure processes follow approved policies and standards.
- Provide administrative support for customer-service audits of external institutions and agencies.
- Support development of GCAA's customer-experience and happiness strategy, including the customer value proposition, vision, mission, objectives, metrics, and KPIs.
- Conduct customer-needs analysis with GCAA business units and coordinate to outline and prioritize customer journeys.
- Identify service-improvement areas and opportunities to delight customers; support customer-related corporate principles and roadmaps.
- Manage key-customer accounts and gather customer needs and expectations.
- Apply Emirates Government Service Excellence Program standards and other government requirements in planning.
Requirements
- Plan customer-service management policies and programs in alignment with organizational strategic objectives.
- Develop customer-service standards, policies, procedures, SLAs, and customer journeys.
- Coordinate with business units to analyze customer needs and prioritize customer journeys.
- Support development of customer-experience strategy, vision, mission, objectives, metrics, and KPIs.
- Comply with Emirates Government Service Excellence Program standards and other government requirements in planning.
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