Job Description

We are seeking a Quality Manager Customer Experience to lead service excellence and quality enhancement initiatives across municipal operations in Ras Al Khaimah. This role is ideal for professionals with a multidisciplinary consultancy background, particularly those experienced in engineering, quality management, and project delivery. The selected candidate will work closely with senior leadership to translate strategic objectives into actionable programs that elevate customer satisfaction and operational efficiency.
Key Responsibilities:

• Lead the design, implementation, and monitoring of quality frameworks and performance metrics to drive service excellence.
• Act as a liaison between senior management and project teams, ensuring alignment, accountability, and effective communication.
• Oversee customer experience improvement projects from concept to execution, ensuring measurable impact and stakeholder satisfaction.
• Conduct service assessments, feedback analyses, and quality audits to identify areas of improvement and recommend actionable solutions.
• Collaborate with engineering, operations, and IT teams to enhance process efficiency and customer engagement across multiple touchpoints.
• Support organizational transformation by fostering a culture of continuous improvement and customer-centric service delivery.
• Prepare and present progress reports, dashboards, and performance reviews for executive leadership.

Ideal Candidate Profile:

• Bachelors degree in Engineering, Quality Management, or a related field; a Masters degree is an advantage.
• Minimum 10 years of experience in quality management, customer experience, or project delivery within consultancy or engineering environments.
• Strong background in multidisciplinary project management and stakeholder engagement.
• Proven expertise in quality frameworks, service excellence models, and customer experience strategies.
• Excellent communication, analytical, and presentation skills.
• Experience working with government or municipal entities in the UAE is highly desirable.
• Arabic-speaking candidates will be given preference.

Skills Required