Chief Specialist - Customer Experience

Perform other responsibilities associated with the position as appropriate
Introduce service and channels improvements and design methods that takes into consideration the concepts
of co-creation with customers. With inputs from Voice of Customers reports, workshops, focused groups and
others, 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 and
sectors, including business and individual customer’s segments
Drive change and developing cross-RTA experience accountability matrix and maintain a dedicated list of top
customer experience improvement initiatives
Use customer insights and customer journey mapping to define, prioritize, and strengthen the experience for
the most critical moments of truth
Create and nurture a culture through behaviors, practices, and standards that encourage all employees to
focus on delivering outstanding customer experiences
Enhancing delivery of service design framework, which includes customer experience the measurement
framework 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 direction
of the customer experience that RTA seeks to create in support of its strategy and core values, including direct
linkage to the customer experience activities, resources, and investments and work on communicating the new
framework to the whole organization
Regularly conduct desktop research efforts to ensure having studies that are linked to latest trends in the
service design and design thinking, as well as keeping a repository of references of leading practices in that
domain
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 or
delete of services and channels, and to govern the process to enable smooth, controlled and measured change
activities
Maintain service catalogue through implementing governance framework on service management, to ensure
consistent and accurate service details
Envision, Create and Follow up on projects and initiatives related to the design and maintenance of services
and customer experience, including services and experiences that are corporate
Ensure service information is available at all RTA service delivery channels whenever applicable, in a consistent
and well-maintained manner, and to provide a seamless experience for customers across channels for the
future of Omni-channel experience

Bachelors degree in Business Administration, Computer Science or related field from a recognized university
with minimum 11 years of working experience ,CCXP or related Certification is desirable
Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail
orientation.
Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple
concurrent 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 agendas
across 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: Quantitative
research, Qualitative research (Focus groups, In-depth Interviews, meeting facilitation), Web-based surveys,
Segmentation, Concept testing, UX research, brand awareness, customer experience and satisfaction research



Great awareness in following: Change Management, Statistical Analysis, Channel & Service Management,
Customer Journey Design, Design Thinking, Performance Management, Needs Management, Customers data
Mining 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 streamlining
complex work processes.
Computer-literate performer with extensive software proficiency covering wide variety of applications