Director of Customer Happiness

About the role

The Director of Customer Happiness will lead the RTA-wide strategy to enhance customer satisfaction across all service channels. Reporting to senior leadership, this role sets the vision, policies and KPIs, ensuring regulatory, quality and HSE compliance while driving continuous improvement of the customer experience.

Key responsibilities

• Develop and refine an integrated customer experience framework aligned with RTA’s strategic goals.
• Oversee the creation of customer‑care policies for digital and physical channels.
• Chair a governance committee to assess major service‑delivery changes and update standards.
• Guide the strategic planning cycle, including business plans, budgets and performance targets.
• Supervise the annual public report, synthesising happiness insights and corrective actions.
• Manage Customer Happiness Centers, ensuring a customer‑friendly environment.
• Establish communication and escalation mechanisms for feedback, complaints and fine appeals.
• Lead analysis of evolving customer needs and integrate findings into cross‑functional initiatives.

Required profile

• Extensive experience (approximately 16 years) in customer experience management, preferably in the public sector.
• UAE national status as indicated by the job title.
• Proven ability to lead large teams, manage budgets and drive strategic initiatives.
• Strong analytical and decision‑making skills with a focus on data‑driven outcomes.

Required skills

• Market Research
• Service Quality
• Smart Services
• Process Improvement
• Customer Experience Management