Specialist - Customer Experience

Customer Experience Planning

• Develop and implement customer service standards, policies, procedures, SLAs and customer journeys and ensure that all processes in place are in line with the approved policies and standards.
• Provide administrative support in the customer services audit of external institutions and agencies to ensure that they have all the resources for conducting reviews and audits.
• Support the line manager to develop the customer experience and happiness strategy for GCAA including GCAA s customer value proposition vision, mission and strategic objectives In addition to, key metrics and KPIs.
• Conduct customer need analysis in collaboration with GCAA Business units.
• Coordinate and follow up with the responsible Business units to outline and prioritize customer journeys to identify areas of improvement for the services, as well as opportunities to further delight the customer.
• Support the implementation and realization of the corporate path principles and roadmaps associated with customer.
• Manage the accounts of the key customers and gather their needs and expectations.
• Comply with Emirates Government Service Excellence Program standards, and other government requirements within the planning process of the overall section producers, SLAs and customer journey.

Voice of Customers

• Provide recommendations for increasing the customer services effectiveness of specific procedures, SLAs, customer journeys and overall services based on the best practices and the voice of the customers.
• Identify and recommend procedures and workflow improvements of overall customer experience processes and systems to enhance the customers happiness.
• Manage the process of conducting the customer happiness survey and design the overall surveys of customers services and ensure developing a proper report for the results including the recommendations and analysis.

Customer Service Culture

• Foster a culture of customer service excellence through the establishment of appropriate mechanisms like Customer Service Circles which support the sustainability of the excellence philosophy.
• Design, develop, and deploy a customer service culture through providing specific training, interaction with GCAA staff to communicate management’s expectations on the standards of excellence to be attained.
• Conduct workshops with the concerned business units and customer to understand the customers’ needs and expectations

Continuous Improvement

• Initiate a continuous improvement plan for Audit findings and best international practices in line with best practices and standards.