Director of Service Design
About This Role
- Provide strategic leadership, defining department vision, objectives, and roadmaps aligned with KHDA’s goals.
- Direct service design frameworks that prioritize user-centric, data-informed approaches.
- Oversee workshops with Early, Growth, Exploration, and Empowerment sectors to co-create solutions.
- Lead service innovation initiatives to anticipate and respond to sector-specific needs.
- Execute functional plans, aligning them with KHDA’s overarching strategy.
- Develop prototypes, guide iterations, and ensure stakeholder feedback integration.
- Monitor key performance indicators (NPS, CSAT, CES), analysing results to drive improvements.
- Champion continuous service enhancements through iterative design thinking.
- Ensure cross-functional alignment of service design strategies with KHDA’s strategic objectives.
- Identify and address service delivery pain points through collaboration.
- Govern customer feedback channels, analysing insights to improve service satisfaction.
- Spearhead SLA development, ensuring compliance with government benchmarks.
- Track, analyse, and report SLA performance to stakeholders for transparency.
- Establish and maintain adaptable, scalable service frameworks.
- Drive strategic service innovation initiatives to stay ahead of educational trends.
Qualifications
- Master's degree in service design, Business Administration, or related field.
- 10+ years in service design, with 5+ years in leadership roles.
- Strong knowledge of design thinking, prototyping, and SLA management.
- Proven expertise in cross-departmental collaboration and strategic alignment.
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