• 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.

Roles and Responsibilities

• 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 effic...