Customer Experience Specialist (UAE National)
UAE General Civil Aviation Authority (GCAA) · Dubai
Job description
About the role
The Specialist – Customer Experience will plan and enhance the Customer Service Management system for the GCAA, ensuring alignment with strategic objectives and delivering best‑in‑class service standards. This full‑time position is open to UAE nationals only.
Key responsibilities
- Develop and implement customer service standards, policies, procedures, SLAs and customer journeys.
- Provide administrative support for external customer services audits.
- Support the line manager in shaping the customer experience and happiness strategy, including vision, mission and KPIs.
- Conduct customer need analysis in collaboration with business units.
- Coordinate with business units to prioritize customer journeys and identify improvement opportunities.
- Support implementation of corporate path principles and roadmaps related to customer experience.
- Manage key customer accounts, gathering needs and expectations.
- Ensure compliance with Emirates Government Service Excellence Program standards and other government requirements.
Required profile
- UAE National
- Full‑time availability
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Published 4 days ago
Expires 1 week from now
19 views · 0 interested
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UAE General Civil Aviation Authority (GCAA)
Dubai
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