Chief Specialist Customer Experience (Arabic Speakers)

About the role

The Chief Specialist Customer Experience will lead the design, governance and continuous improvement of the customer‑experience framework for RTA, ensuring alignment with strategy, core values and cross‑agency accountability. The role requires Arabic fluency and a strong background in CX strategy, service design and change management.

Key responsibilities

• Lead the integrated CX framework, aligning it with RTA strategy, values and agency accountability.
• Define enterprise metrics, reporting structures and ROI tracking for journey quality, satisfaction and loyalty.
• Govern change‑management policies for new, modified or retired services, embedding customer impact assessments.
• Oversee the master service catalogue to ensure data quality, service integrity and omni‑channel consistency.
• Implement CX strategy projects, monitor outcomes and integrate them with organizational priorities.
• Coordinate agencies to maintain accurate service information across all channels.
• Supervise design, modification or cancellation of services, embedding customer voice and stakeholder feedback.
• Lead consultation sessions, co‑creation workshops, focus groups and Voice‑of‑Customer studies.
• Develop and mentor a team of service designers, ensuring timely delivery and capability growth.
• Architect end‑to‑end omnichannel journey orchestration and drive journey redesign with embedded KPIs.
• Design, pilot and evaluate innovative CX projects using AI, agile practices and digital touchpoints.
• Lead organization‑wide communication, culture‑change and capability‑building programs to foster a customer‑centric culture.

Required profile

• Fluency in Arabic and English.
• Extensive experience in customer‑experience strategy, governance and service design.
• Proven ability to lead cross‑functional teams and manage large‑scale CX initiatives.
• Strong analytical mindset with experience in strategic analysis tools.
• Excellent stakeholder management and communication skills.

Required skills

• SWOT analysis
• PESTEL analysis
• Lean methodology
• Six Sigma
• AI concepts
• Agile practices