Customer Experience Development Specialist

Job Purpose The Customer Experience Development Specialist will play a key role in implementing and enhancing initiatives that improve the overall passenger journey across Alex Metro network. This role focuses on analyzing passenger insights, supporting service improvement projects, creating training material, delivery and coordinating with different departments to ensure the proper implementation is taking place towards Alex Metro passengers & a smooth, safe, and customer-friendly experience. Responsibilities/Duties Profil de candidat recherché : Deliver training to all relevant current RDMC staff who interact with customers, ensuring alignment with customer experience standards, communication protocols, and passenger handling practices. Design and prepare training materials, including presentations, manuals, and practical service scenarios aligned with real customer environments. Delivering customer experience training for new customer-facing employees & current employees to ensure their awareness of the best customer experience practices. Support the Customer Experience Manager in developing and implementing customer service training programs for new hires and existing staff. Initiate, recommend or provide solutions to issues relating to customer experience journey. Conduct targeted training sessions based on inspection findings, customer feedback, and identified service gaps. Conduct regular field inspections and observations of customer-related roles across stations and during passenger journeys. Monitor staff interactions with passengers, focusing on communication, professionalism, service attitude, and compliance with customer experience standards. Identify gaps in service delivery and areas requiring improvement. Regarding customer services. support staff development and service enhancement. Essential Qualifications, Knowledge & Experience 1-2 years in customer experience training field Training of the trainer TOT certificate is preferred Proven experience in customer experience & customer service development, management, and strategy Ability to thrive in a fast-paced, dynamic mobility environment Exceptional logical thinking and problem-solving skills Superior communication, time management, teamwork, collaboration, and prioritization abilities Demonstrated project management, and people management skills Professional in both spoken and written English and Arabic Meticulous attention to detail and accuracy in documentation and analysis Strong ability to work independently and manage multiple priorities Understanding of customer experience operations, regulations, and compliance requirements Experience with management systems and content management tools Excellent presentation and public speaking skills Ability to design and implement blended learning solutions Experience in creating and managing training content Show more Show less