Job Description

Job Title: Director Customer Happiness

Location: Dubai

Industry: Transport & Logistics

Organization Type: Leading Semi-Government Entity

About the Role:

A prestigious semi-government organization in Dubais 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 entitys 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 Dubais vision for service excellence.

Key Responsibilities:

• Develop and execute the organizations 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:

• Bachelors degree in Business, Marketing, Public Administration, or related field (Masters 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 role
• Strong track record in customer journey mapping, service improvement, and CX transformation
• Background in transport, logistics, mobility, or government services is highly desirable
• Solid understanding of Dubai Government service excellence models and public sector KPIs
• Exceptional leadership, communication, and cross-functional collaboration skills
• Bilingual (Arabic & English) is strongly preferred

Why Join Us?

• Opportunity to lead a high-impact CX transformation in one of Dubais most vital sectors
• Work within a purpose-driven semi-government organization committed to innovation
• Competitive compensation and benefits package
• Clear 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.