To manage and enhance the end-to-end customer experience across Dubai Metro and Tram by driving high-impact initiatives, maximizing customer happiness, and ensuring consistent delivery of service excellence. The role is accountable for achieving KPIs and SLAs, optimizing ROI, and fostering collaboration with RTA, MHI, and Keolis Group. It champions data-driven improvements, cross-functional integration, and a customer-first culture through strategic planning and operational alignment.