Talents Tide Hiring for Director Customer Happiness at دبي, الإمارات العربية المتحدة Full Time NEW

Job Title: Director – Customer Happiness Location: DubaiIndustry: Transport & LogisticsOrganization Type: Leading Semi-Government Entity
About the Role:A prestigious semi-government organization in Dubai’s Transport & Logistics sector is looking for an experienced and strategic Director – Customer Happiness to lead its customer experience transformation.This position is open exclusively to Emiratis, in alignment with the entity’s Emiratization goals and commitment to developing local leadership talent.
The role will be responsible for driving a world-class customer experience strategy through journey mapping, service innovation, and enhancement of all customer touchpoints. The successful candidate will have the opportunity to influence public service delivery on a large scale and directly contribute to Dubai’s vision for service excellence.Key Responsibilities:Develop and execute the organization’s Customer Happiness Strategy, ensuring it aligns with corporate goals and Dubai Government service excellence benchmarks.Lead comprehensive customer journey mapping efforts to identify pain points, gaps, and key opportunities across all customer segments and channels.Design and improve customer touchpoints, both digital and physical, for a seamless, proactive, and personalized experience.Work closely with operational, digital, and service delivery teams to embed customer-centric thinking across the organization.Set and monitor CX performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).Build and manage Voice of Customer (VoC) programs, ensuring data-driven improvements to services.Drive a customer-first culture through internal training, communication, and employee engagement initiatives.Benchmark international best practices in customer experience, especially within the transport and logistics sector.Advise senior leadership on CX strategy, insights, and innovation aligned with government mandates and smart city initiatives.Ensure adherence to Dubai Government Customer Happiness KPIs and frameworks.
Candidate Profile:Bachelor’s degree in Business, Marketing, Public Administration, or related field (Master’s preferred)Minimum 10 years of experience in Customer Experience, Service Design, or Customer Happiness, with at least 5 years in a senior or director-level roleStrong track record in customer journey mapping, service improvement, and CX transformationBackground in transport, logistics, mobility, or government services is highly desirableSolid understanding of Dubai Government service excellence models and public sector KPIsExceptional leadership, communication, and cross-functional collaboration skillsBilingual (Arabic & English) is strongly preferred
Why Join Us?Opportunity to lead a high-impact CX transformation in one of Dubai’s most vital sectorsWork within a purpose-driven semi-government organization committed to innovationCompetitive compensation and benefits packageClear path for professional growth and leadership impact
How to Apply:Qualified candidates who are passionate about delivering world-class customer experiences are encouraged to apply. Join us in shaping the future of transport and logistics services in Dubai. Due to the volume of applications only shortlisted candidates will be contacted.