Director of Customer Happiness

About the role

The Director of Customer Happiness will lead the development and execution of a unified customer‑experience strategy across all service channels. Reporting to senior leadership, you will shape vision, policies and KPIs to continuously raise the quality of service and overall satisfaction for the organization’s users.

Key responsibilities

• Define and refine an integrated customer‑experience framework, ensuring alignment across services, seamless journey design and cross‑sector collaboration.
• Develop and oversee policies for digital and physical service channels, guaranteeing consistent high‑quality interactions.
• Chair a governance committee to assess major service‑delivery changes and update standards in line with customer needs.
• Guide the strategic planning cycle, including business‑plan creation, budget monitoring and performance‑target reporting.
• Supervise the annual public report, synthesising customer‑happiness insights and outlining future commitments.
• Manage Customer Happiness Centers, such as the Esaad Center, to deliver a customer‑friendly environment.
• Establish communication and escalation mechanisms for feedback, complaints and appeals, feeding data‑driven decisions to top management.
• Lead analysis of evolving customer needs and ensure integration into projects and initiatives.
• Monitor service‑performance metrics against operational agreements and drive continuous improvement.
• Champion organization‑wide programs that embed a customer‑centric culture, including mandatory manager training.
• Support departments in analysing KPIs, mystery‑shopper results and complaint trends to identify improvement opportunities.
• Conduct benchmarking and market research to import best practices into the authority’s services.

Required profile

• Extensive experience leading customer‑experience or customer‑service functions at a senior level.
• Proven ability to design and implement strategic frameworks, policies and KPIs.
• Strong governance, budget and performance‑management expertise.
• Deep understanding of regulatory, quality and HSE compliance requirements.
• Excellent analytical skills with a track record of using data to drive service improvements.
• Experience managing multi‑channel service centres and cross‑functional teams.
• Ability to lead change, influence stakeholders and foster a customer‑centric culture.

Required skills