This person is in a “implementation” position of policy set by management and is simply parroting the dictates from above. Opinion, possibly…but this is most likely the most accurate interpretation of the way forward.
I currently work in an environment where senior leadership are perfectly willing to listen to staff before a decision has been made, but once a decision has been made, woe betide the employee who sticks his/her neck out to point out that while the decision might have been the right one when made, conditions have changed since then and we are on the wrong track. Given all the anecdotal evidence I've seen from UA employees who are disgusted with the service they are forced to provide, I'd wager this particular employee knows he's parroting a party line that isn't accurate, but he/she wants to keep their job.