The Roads and Transport Authority (RTA) in Dubai is hiring a Chief Specialist – Customer Experience to lead and implement customer experience strategies across all sectors and services. The role is focused on developing a customer-centric culture and driving initiatives that align with user expectations, enhance service design, and create an omnichannel experience. You will use data, insights, and journey mapping to transform services, with an emphasis on co-creation, innovation, and service excellence.

Key Responsibilities:

• Develop and implement a comprehensive customer experience framework for all RTA services

• Lead cross-departmental initiatives to improve customer journeys and service design

• Use Voice of Customer (VoC) insights, focus groups, and research to prioritize improvements

• Establish experience accountability matrix and manage key CX initiatives

• Promote a service culture throughout RTA through training, communication, and role modeling

• Measure and track customer satisfaction, loyalty, and experience quality through CX metrics

• Conduct desktop research to stay current with global trends in service design and design thinking

• Manage a detailed service catalog and governance framework for service consistency

• Enable smooth, effective, and measurable changes across RTA’s customer experience channels

• Ensure seamless availability of accurate service info across all customer touchpoints

• Drive omni-channel experience strategy for future-ready service delivery

Skills Required:

• Strong knowledge of Design Thinking, Customer Journey Mapping, Change Management, and Statistical Analysis

• Proven experience in research methodologies: qualitative & quantitative, UX, segmentation, VoC

• Excellent communication, leadership, and stakeholder collaboration skills

• High level of organization, time management, and project execution capabilities

• Strong analytical and problem-solving mindset with innovative thinking

• Proficiency in various software applications and reporting tools

Qualifications:

• Bachelor’s degree in Business Administration, Computer Science, or a related field

• Minimum 11 years of experience in a customer experience or service design role

• CCXP or equivalent certification preferred

Job Type: Full-time, On-site
Location: Dubai, United Arab Emirates