Chief Specialist - Customer Experience

• Introduce service and channels improvements and design methods that takes into consideration the conceptsof co-creation with customers. With inputs from Voice of Customers reports, workshops, focused groups andothers, to ensure the greatest impact on customer’s experience, and to achieve alignment with customers’needs from the services and channels
• Prepare and implement a customer experience framework, that considers all services, across all agencies andsectors, including business and individual customer’s segments
• Drive change and developing cross-RTA experience accountability matrix and maintain a dedicated list of topcustomer experience improvement initiatives
• Use customer insights and customer journey mapping to define, prioritize, and strengthen the experience forthe most critical moments of truth
• Create and nurture a culture through behaviors, practices, and standards that encourage all employees tofocus on delivering outstanding customer experiences
• Enhancing delivery of service design framework, which includes customer experience the measurementframework and identify key metrics for tracking experience quality, satisfaction, and loyalty
• Lead the development of a customer experience and service design Framework articulating the clear directionof the customer experience that RTA seeks to create in support of its strategy and core values, including directlinkage to the customer experience activities, resources, and investments and work on communicating the newframework to the whole organization
• Regularly conduct desktop research efforts to ensure having studies that are linked to latest trends in theservice design and design thinking, as well as keeping a repository of references of leading practices in thatdomain
• Developing a clear Reporting structure and mechanisms for the service design activities
• Develop and maintain service management framework across RTA, to enable seamless creation, update ordelete of services and channels, and to govern the process to enable smooth, controlled and measured changeactivities
• Maintain service catalogue through implementing governance framework on service management, to ensureconsistent and accurate service details
• Envision, Create and Follow up on projects and initiatives related to the design and maintenance of servicesand customer experience, including services and experiences that are corporate
• Ensure service information is available at all RTA service delivery channels whenever applicable, in a consistentand well-maintained manner, and to provide a seamless experience for customers across channels for thefuture of Omni-channel experience

Education

•  Bachelors degree in Business Administration, Computer Science or related field from a recognized universitywith minimum 11 years of working experience ,CCXP or related Certification is desirableSkills 
• Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detailorientation.
• Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multipleconcurrent projects.
• Innovative problem-solver who can generate workable solutions and resolve complaints.
• Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches’employees to meet high performance standards
• Proven ability to manage, coordinate and collaborate on complex and continuously evolving research agendasacross a variety of stakeholders
• Advanced project management skills
• Proven capability at designing and executing primary research to collect high impact VOC
• Experienced with numerous research modes and methodologies including and not limited to: Quantitativeresearch, Qualitative research (Focus groups, In-depth Interviews, meeting facilitation), Web-based surveys,Segmentation, Concept testing, UX research, brand awareness, customer experience and satisfaction research
• 11 years experience in the related field.
• Great awareness in following: Change Management, Statistical Analysis, Channel & Service Management,Customer Journey Design, Design Thinking, Performance Management, Needs Management, Customers dataMining and Voice of Customer
• Exceptional listener and communicator who effectively conveys information verbally and in writing.
• Resourceful team player who excels at building trusting relationships with customers and colleagues.
• Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamliningcomplex work processes.
• Computer-literate performer with extensive software proficiency covering wide variety of applications