Customer Experience Manager – Roads and Transport Authority (RTA) – Dubai, UAE
Posted date [2025-09-25]
(ID: 37905)
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The Roads and Transport Authority (RTA) was established in November 2005. It is responsible for planning and implementing transport and traffic projects in Dubai. This includes preparing legislation and strategic plans, constructing the Dubai Metro, and developing integrated road and marine networks that are safe and aligned with the city’s economic development goals and international standards.... |
Customer Experience Manager – Roads and Transport Authority (RTA) – Dubai, UAE
Position Overview
The Roads and Transport Authority (RTA) in Dubai is seeking a Customer Experience Manager to lead the design, implementation, and enhancement of its customer experience and service design frameworks. The role involves developing strategies that align with customer needs, driving service improvements across agencies and sectors, and creating a culture that prioritizes outstanding service delivery. The successful candidate will bring extensive expertise in customer journey mapping, voice of customer (VOC) programs, and service governance.
Location: UAE
Location: Dubai
Industry: Government Administration
Function: Customer Support
Salary: 30000–35000 monthly (Market estimated)
Gender: Any
Candidate Nationality: UAE Nationals Only
Candidate Preferred Location: Any
Job Type: Full-time
Core Duties
* Develop and implement a customer experience framework covering all RTA services and customer segments
* Lead initiatives to improve service design, delivery, and customer experience using VOC insights, workshops, and customer journey mapping
* Establish a cross-RTA accountability matrix for customer experience improvement initiatives
* Drive change through cultural transformation, setting practices and standards that embed customer focus across the organization
* Create metrics and reporting mechanisms to track customer experience quality, satisfaction, and loyalty
* Conduct research on global service design and customer experience trends, applying best practices to RTA initiatives
* Develop and maintain a service management framework and service catalogue to ensure seamless service creation, updates, and governance
* Ensure service information is consistently available across all RTA channels to support an omni-channel customer experience
* Report regularly on service design projects and initiatives to leadership and stakeholders
* Provide strategic leadership and communication to align customer experience objectives with RTA’s core values and strategy
Candidate Requirements
* Bachelor’s degree in Business Administration, Computer Science, or related field (mandatory)
* Minimum 11 years of relevant experience in customer experience, service design, or related functions
* CCXP or related certification is desirable
* Proven ability in VOC research methods, including qualitative and quantitative approaches
* Strong knowledge of design thinking, customer journey mapping, and change management
* Advanced project management and stakeholder collaboration skills
* Strong analytical and problem-solving abilities with attention to detail
* Excellent communication and interpersonal skills with proven ability to lead and motivate teams
* UAE Nationals only
Why Join Us
* Competitive government salary package with full benefits
* Medical insurance and retirement benefits under UAE Labour Law
* Opportunity to shape customer experience in one of the world’s most innovative transport authorities
* Professional development and career advancement in quality and excellence fields
* Contribute to delivering Dubai’s vision of a customer-centric smart city
About the Company
The Roads and Transport Authority (RTA) is Dubai’s government body responsible for planning and managing roads, public transport, and traffic systems. Since 2005, RTA has been a pioneer in infrastructure development, customer service innovation, and smart mobility. Careers at RTA offer the opportunity to contribute to the emirate’s goal of delivering world-class, customer-focused transport and mobility solutions.
Position Overview
The Roads and Transport Authority (RTA) in Dubai is seeking a Customer Experience Manager to lead the design, implementation, and enhancement of its customer experience and service design frameworks. The role involves developing strategies that align with customer needs, driving service improvements across agencies and sectors, and creating a culture that prioritizes outstanding service delivery. The successful candidate will bring extensive expertise in customer journey mapping, voice of customer (VOC) programs, and service governance.
Location: UAE
Location: Dubai
Industry: Government Administration
Function: Customer Support
Salary: 30000–35000 monthly (Market estimated)
Gender: Any
Candidate Nationality: UAE Nationals Only
Candidate Preferred Location: Any
Job Type: Full-time
Core Duties
* Develop and implement a customer experience framework covering all RTA services and customer segments
* Lead initiatives to improve service design, delivery, and customer experience using VOC insights, workshops, and customer journey mapping
* Establish a cross-RTA accountability matrix for customer experience improvement initiatives
* Drive change through cultural transformation, setting practices and standards that embed customer focus across the organization
* Create metrics and reporting mechanisms to track customer experience quality, satisfaction, and loyalty
* Conduct research on global service design and customer experience trends, applying best practices to RTA initiatives
* Develop and maintain a service management framework and service catalogue to ensure seamless service creation, updates, and governance
* Ensure service information is consistently available across all RTA channels to support an omni-channel customer experience
* Report regularly on service design projects and initiatives to leadership and stakeholders
* Provide strategic leadership and communication to align customer experience objectives with RTA’s core values and strategy
Candidate Requirements
* Bachelor’s degree in Business Administration, Computer Science, or related field (mandatory)
* Minimum 11 years of relevant experience in customer experience, service design, or related functions
* CCXP or related certification is desirable
* Proven ability in VOC research methods, including qualitative and quantitative approaches
* Strong knowledge of design thinking, customer journey mapping, and change management
* Advanced project management and stakeholder collaboration skills
* Strong analytical and problem-solving abilities with attention to detail
* Excellent communication and interpersonal skills with proven ability to lead and motivate teams
* UAE Nationals only
Why Join Us
* Competitive government salary package with full benefits
* Medical insurance and retirement benefits under UAE Labour Law
* Opportunity to shape customer experience in one of the world’s most innovative transport authorities
* Professional development and career advancement in quality and excellence fields
* Contribute to delivering Dubai’s vision of a customer-centric smart city
About the Company
The Roads and Transport Authority (RTA) is Dubai’s government body responsible for planning and managing roads, public transport, and traffic systems. Since 2005, RTA has been a pioneer in infrastructure development, customer service innovation, and smart mobility. Careers at RTA offer the opportunity to contribute to the emirate’s goal of delivering world-class, customer-focused transport and mobility solutions.
