Manager - Service Assessment

• Lead the strategic alignment of the Customer Happiness Department’s objectives, strategies, and operations with defined quality standards and performance measures. Oversee service evaluation, improvement, and customer-experience enhancement through integrated quality frameworks, external award programs, and adoption of global best practices and emerging CX technologies.

• Prepare and implement annual plans to evaluate the services provided by the Authority and the available service channels, in coordination with concerned parties, to identify improvement areas in alignment with local and international best practices.
• Design and implement thorough service assessment programs that evaluate the effectiveness, efficiency, and quality of services provided. Utilize a range of assessment tools and methodologies to gather and analyze data on service performance, customer satisfaction, and operational efficiency.
• Elevate the RTA customer experience by leveraging insights from the Services and Channels Assessment to ensure compliance with international excellence and quality standards. Identify opportunities for improvement, optimize service delivery, and align with industry best practices to achieve exceptional service quality and customer satisfaction.
• Lead the development and delivery of comprehensive training programs and knowledge-sharing initiatives relevant to service quality standards. Ensure that all training needs are effectively addressed to enhance staff competencies and service quality.
• Design and implement thorough service assessment programs that evaluate the effectiveness, efficiency, and quality of services provided. Utilize a range of assessment tools and methodologies to gather and analyze data on service performance, customer satisfaction, and operational efficiency.
• Manage an Authority-wide governance framework for identifying, preparing, and tracking submissions to external awards programs related to services and customer excellence.
• Effectively communicate assessment findings and improvement plans to relevant stakeholders. Oversee the implementation of service enhancements, ensuring that changes are integrated smoothly into existing processes.
• Review corrective action plans related to customer satisfaction reports on main services, ensuring semi-annual monitoring of implementation progress to enhance service quality and customer experience.
• Study, analyze, and supervise the implementation of service improvement initiatives related to the Dubai Model Center, ensuring fulfillment of all requirements in coordination with concerned institutions and sectors.
• Review and analyze operational performance level agreements between the Customer Happiness Department and various sectors/institutions, preparing compliance reports and recommending areas of enhancement.
• Supervise and ensure the continuous updating of the Dubai Services System, maintaining data consistency between the Authority’s internal service manual and the Dubai Services System.
• Provide support in implementing institutional excellence programs related to services (e.g., Dubai Government Excellence Program, quality conformity certifications), ensuring alignment with Authority and government standards.
• Manage and oversee service transformation initiatives related to Dubai’s 360 Services vision. Ensure that all relevant stakeholders within agencies and sectors understand and align with the expectations of top management.
• Coach and guide team members to improve analytical, reporting, and stakeholder coordination skills to ensure effective delivery of service improvement initiatives.

• Bachelor's degree/master’s degree (

Business Administration, Public Administration, Quality Management)

• 12+ years in case of master’s degree (14+ years in case of bachelor’s degree)

• Business Requirements & Solution Scoping
• Change Process Governance
• Customer Data Analysis & Insights Management
• Customer Experience Excellence
• Knowledge of Regulatory Standards
• Market Research and Benchmarking
• Service Evaluation & Improvement
• Core Data Analysis and Reporting
• Knowledge & Innovation Management
• Service Delivery Coordination