specialist Customers Insights

• Help identify appropriate measures of customer experience and key performance indicators (CSAT, NPS, etc.) to measure user satisfaction with government services in Abu Dhabi, and support results analysis to identify areas of enhancement

• Understanding the behaviors and needs of the customer and supporting reporting that focuses on keyresults and consumer trends

• Help manage the Customer Opinion platform to learn customer impressions of the Abu Dhabi government service experience at every point of communication in different channels

• Support the preparation of longitudinal reconnaissance studies to access analysis on the needs of the advanced customer in various channels

• Help analyze customer data collected from different social media platforms and experimental tests of service in various channels

• Support the collection and analysis of customer feedback, complaints and requests

• Support the implementation of hidden shopping operations, trend analysis and focused discussion sessions to analyze the customer's experience from a quantitative and qualitative perspective

• Support for operational performance (e.g. accident management, complaint management, case resolution, etc.)

• Help collaborate with other departments at the level of government services and share lessons learned to improve services at each stage

• Perform any duties or career activities appointed by the direct manager.

• Take responsibility in line with the department's governance, policies and procedures

• Compliance with company Authority's Risk Management and Corporate Excellence Guidelines

• Contribute to the preparation of the required reports according to the requirement of reporting internally within the Authority and externally when needed

• Find and identify new ideas and opportunities to adopt innovative solutions or methods to meet challenges or enhance activities based on functional requirements

• Identify and search for professional development opportunities to proactively improve technical capabilities and skills related to the office's functional requirements

Al Nahiya Group