Specialist- Customer Experience 6 years experience required

Qualifications Required

1. Possess a Bachelor's degree in Business Administration from a reputable university.
2. Demonstrate over 6 years of relevant work experience in customer experience or a related field.
3. Exhibit strong analytical thinking skills and a track record of successfully identifying, scrutinizing, improving, and streamlining complex work processes.
4. Proficient in using a variety of software applications, including analytical tools, showcasing a high level of computer literacy.
5. Display excellent communication skills, both verbal and written, with a keen ability to listen attentively and effectively convey information.
6. Build strong rapport and establish trusting relationships with customers and colleagues, demonstrating a resourceful and collaborative team player mindset.
7. Adaptability is a key strength, able to thrive in dynamic environments and effectively prioritize and manage multiple concurrent projects.
8. Show a results-driven and proactive approach with exceptional planning and organizational skills characterized by meticulous attention to detail.

Key Responsibilities

1. Support the senior leadership in managing and governing the complete service change management process.
2. Understand how and why the services are delivered through different service delivery channels and their impact on service quality.
3. Review and approve the services and channels related to accessibility, content design & functionality within service change requests.
4. Coordinate the delivery of departmental level projects by defining project milestones and maintaining all related documentation in alignment with the client Project Management Policies.
5. Responsible for managing committees related to service improvement and change management in alignment with client policies.
6. Analyze the services and channels related information and present reports to identify improvement opportunities on the service catalogue.
7. Represent the Customer Happiness Department in the Dubai Government Excellence Program (DGEP) in terms of Service Designation and ReDesign.
8. Review, update, and monitor policies and procedures related to the section and report any noncompliance.
9. Lead and participate in the implementation of different initiatives on behalf of the department related to service design in coordination with service and channel owners.
10. Perform duties as assigned by the line manager within the scope of section roles and responsibilities.