Job Vacancy – Abu Dhabi Department of Culture and Tourism
About the Organization:
The Abu Dhabi Department of Culture and Tourism aims to position the emirate as a global cultural and tourism hub, focusing on delivering the best visitor and customer experience through innovation, continuous service improvement, and adoption of industry best practices.
Available Position:
Customer Experience Section Head
Role Purpose:
Direct and lead the development and implementation of customer experience strategies and frameworks across all DCT services in line with industry standards, ensuring continuous service improvement and enhancing the end-to-end customer journey through cross-functional initiatives.
Key Responsibilities:
CX Strategy and Framework:
Develop, monitor, and assess end-to-end customer experience strategies in line with DCT objectives and industry standards.
Lead the development and implementation of service design & management methodologies, policies, and procedures following best practices.
Oversee planning and review of DCT’s service portfolio aligned with strategy and customer needs.
Facilitate continuous collaboration with other sectors to enhance customer experience across DCT.
Service Design:
Direct and oversee the design and enhancement of DCT services in collaboration with relevant internal stakeholders.
Ensure distinctive, relevant, and integrated customer services based on identified customer segments and needs.
Utilize analytical approaches based on data and research to design and implement sophisticated customer experience programs and journeys.
Lead and execute prioritized service improvements covering people, process, and technology.
Performance and Reporting:
Develop a customer feedback strategy and data collection methodologies to assess service performance and identify pain points.
Monitor service design implementation outcomes using proactive customer feedback techniques such as NPS, surveys, focus groups, AI analysis, and Mystery Shopping audits.
Review overall service performance and report to DCT leadership, including abnormalities and improvement suggestions.
Leadership and Strategic Development:
Develop and implement functional strategy ensuring alignment with DCT’s vision, mission, and corporate objectives.
Provide subject matter expertise and guidance to leadership to facilitate strategy execution.
Lead talent development initiatives for the function and motivate the team to achieve optimal performance.
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