Specialist - Customer Experience

Role Overview

Specialist - Customer Experience at General Civil Aviation Authority.

Role Purpose

Develop, implement, and sustain customer experience strategies, standards, and processes that align with organizational objectives and Emirates Government Service Excellence Program requirements. Drive continuous improvement across customer journeys and foster a culture of service excellence throughout the organization.

Key Responsibilities

Customer Experience Planning

• Develop and implement customer service standards, policies, procedures, service level agreements, and customer journeys.
• Ensure all processes align with approved policies and standards.
• Provide administrative support in customer services audits of external institutions and agencies.
• Support the line manager to develop the customer experience and happiness strategy for GCAA, including customer value proposition, vision, mission, and strategic objectives.
• Define key metrics and KPIs for customer experience measurement.
• Conduct customer need analysis in collaboration with GCAA business units.
• Coordinate and follow up with responsible business units to outline and prioritize customer journeys.
• Identify areas of improvement for services and opportunities to delight the customer.
• Support implementation and realization of corporate path principles and roadmaps associated with customer experience.
• Manage accounts of key customers and gather their needs and expectations.
• Comply with Emirates Government Service Excellence Program standards and other government requirements in the planning process.

Voice of Customer

• Provide recommendations for increasing customer service effectiveness of specific procedures, service level agreements, customer journeys, and overall services based on best practices and voice of customer.
• Identify and recommend procedures and workflow improvements of overall customer experience processes and systems.
• Enhance customer happiness through process optimization.
• Manage the process of conducting customer happiness surveys.
• Design overall surveys of customer services.
• Develop comprehensive reports of survey results including recommendations and analysis.

Customer Service Culture

• Foster a culture of customer service excellence through establishment of appropriate mechanisms such as Customer Service Circles.
• Support sustainability of the excellence philosophy.
• Design, develop, and deploy customer service culture through provision of specific training.
• Interact with GCAA staff to communicate management's expectations on standards of excellence.
• Conduct workshops with concerned business units and customers to understand customer needs and expectations.

Continuous Improvement

• Initiate continuous improvement plans for audit findings and best international practices.
• Ensure plans align with best practices and standards.
• Plan customer service management system policy and programs in alignment with GCAA's strategic objectives.
• Ensure the organization has the best customer service practices in place.