Customer Experience Manager

🤖 Customer Experience Lead

Customer Experience (Cx) Lead

• to drive the transformation of digital customer journeys across some of the UAE's most strategic digital initiatives.
• This is an opportunity to influence how millions of citizens, residents and businesses engage with government services by leading the governance, design and continuous optimisation of end-to-end digital experiences.
• Working across multiple government entities, you'll champion customer-centricity, establish best practice CX frameworks and help shape the future of digital government.
• If you're passionate about service design, customer journey transformation and delivering exceptional digital experiences at scale, this is a role where you can make a lasting impact.
• As the Customer Experience Lead, you'll take ownership of the governance and continuous improvement of customer journeys across Digital Dubai's Shared Digital Channels Initiatives.
• Working closely with government stakeholders, product teams and digital channel owners, you'll ensure customer needs remain at the heart of every digital service.
• Your responsibilities will include:
• Defining and implementing enterprise-wide customer experience frameworks, standards and governance
• Leading end-to-end customer journey mapping, service blueprinting and service design activities
• Identifying customer pain points and opportunities to improve digital interactions across shared channels
• Driving customer journey transformation initiatives that enhance usability, accessibility and service consistency
• Establishing CX governance mechanisms, KPIs and performance measurement frameworks
• Analysing Voice of Customer (VoC), customer insights, behavioural analytics and channel performance data to inform strategic decision-making
• Providing recommendations to improve customer satisfaction, digital adoption and overall service performance
• Collaborating with government entities, programme teams, product owners and channel managers to embed customer-centric thinking throughout the delivery lifecycle
• Promoting continuous improvement and best practice in customer experience, service design and digital transformation
• We're looking for an experienced customer experience professional who combines strategic thinking with hands-on experience delivering customer-centric transformation programmes.
• You'll ideally have:
• Extensive experience leading Customer Experience (CX), Service Design or Customer Journey Transformation initiatives
• Strong expertise in customer journey mapping, service design methodologies and human-centred design principles
• Experience establishing CX governance frameworks, performance metrics and continuous improvement processes
• Proven ability to analyse customer insights, behavioural data and digital performance metrics to drive measurable improvements
• Experience working across complex stakeholder environments with the ability to influence senior leaders and cross-functional teams
• Strong understanding of digital transformation and omnichannel customer experience strategies
• Excellent facilitation, presentation and communication skills
• Experience within government, public sector or large-scale enterprise transformation programmes is highly desirable
• Relevant certifications such as CX, Service Design, Design Thinking, Human-Centred Design or related disciplines would be advantageous
• Please apply to be contacted with further information.