Lead the integrated customer-experience framework, aligning it with RTA strategy, core values, and cross-agency accountability matrix.
Define enterprise metrics and reporting structures that track journey quality, satisfaction, loyalty, and ROI.
Govern the change management policy for new, modified, or retired services and channels, ensuring customer impact and risk assessments are integral to decision‑making.
Oversee governance of the master service catalogue, ensuring data quality, service integrity, and omni‑channel consistency across all RTA entities.
Implement and monitor CX strategy projects and initiatives, ensuring measurable outcomes and integration with organizational priorities.
Enable control over the current Customer Experience Strategy through governing the operations of the strategy, the projects execution, through demonstrating Strategic analysis tools, such as SWOT, PESTEL and others.
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