Customer Experience Development Manager

JOB PURPOSE:

The Customer Experience Development Manager will oversee and enhance the passenger journey across the GL3 & LRT network, ensuring it is seamless and positive. This role focuses on improving service quality, managing customer feedback, and implementing strategies to elevate passenger satisfaction, safety, and comfort. The manager will work closely with station and call center staff to deliver a consistent, customer-focused experience.

RESPONSIBILITIES/DUTIES

Customer Experience Strategy:

• Develop and implement customer experience policies, standards, and procedures tailored to all operations.
• Design and lead initiatives that enhance the passenger journey from start to finish.
• Monitor passenger flow and service touchpoints to identify and capitalize on improvement opportunities.

Passenger Feedback & Issue Management:

• Oversee all customer feedback channels (call center, social media, on-site complaints, surveys).
• Analyze customer complaints and suggestions to propose and execute corrective actions.
• Ensure the timely resolution of escalated issues by collaborating with station managers and relevant departments.

Service Quality Assurance:

• Conduct regular audits of staff interactions to ensure service excellence.
• Implement and track key performance indicators (KPIs), such as passenger satisfaction scores and complaint resolution time.
• Collaborate with the Service Quality team to maintain and uphold all customer experience standards.
• Coordinate with cleaning, security, and maintenance teams to ensure high-quality service delivery.

Team Leadership & Training:

• Lead, train, and support customer service teams and front-line staff to foster professional and empathetic interactions.
• Develop comprehensive training modules for customer experience teams covering topics such as complaint management, assisting passengers with special needs, and emergency communication.

Passenger Engagement:

• Develop programs to improve passenger awareness of all services, rules, and safety protocols.
• Champion initiatives aimed at improving accessibility and inclusivity for all passenger groups.
• Manage customer-facing campaigns, surveys, and loyalty/awareness programs.

Reporting & Continuous Improvement:

• Prepare and present reports on customer satisfaction, complaint trends, and service improvements to senior management.
• Benchmark against international metro systems to introduce and implement best practices.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• A Bachelor’s degree in Business Administration, Marketing, or a related field is required.
• Excellent command in Arabic & English.

KNOWLEDGE:

• Proven leadership and team management skills with a demonstrated ability to influence cross-functional teams.
• Strong knowledge of passenger flow management, service KPIs, and complaint handling systems.
• Excellent proficiency in Microsoft Office applications, especially Excel. Knowledge of SQL, Python, or Power BI is highly desirable.

EXPERIENCE:

• 10-12 years of experience in customer experience, service quality, or operations management.
• Experience in the transport, metro, aviation, or retail sectors is preferred.

DESIRED BEHAVIORS & EXPERIENCES

• Proactive and Self-Motivated who takes initiative to identify and solve problems, anticipating passenger needs before they arise.
• Customer-Centric Mindset and Passionate about providing a positive experience and driven to exceed customer expectations.
• Communicate clearly and empathetically with both team members and passengers, even in challenging situations.
• Ability to thrive in a fast-paced, dynamic environment and respond effectively to unexpected challenges.
• Maintain a positive and professional demeanor under pressure.
• Collaborative who can work effectively with cross-functional teams to achieve shared goals and improve service delivery.
• Think critically and creatively to find efficient and innovative solutions to complex issues.