Strategy

• 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.