Lead Service Design & Customer Experience Consultant
Role Overview
Lead government service design, service excellence, and customer experience initiatives in the UAE.
The role focuses on improving service delivery and achieving 7-Star ratings under the Global Star Rating System for Services.
Key Skills for This Role
Full Job Posting
Role overview
Lead government service design, service excellence, and customer experience initiatives in the UAE.
The role focuses on improving service delivery and achieving 7-Star ratings under the Global Star Rating System for Services.
Key responsibilities
- Lead government service design, development, and redesign to enhance service quality and customer experience.
- Develop strategies and roadmaps for achieving 7-Star ratings under the Global Star Rating System for Services.
- Assess existing services against UAE government service quality standards and identify improvements.
- Design and optimize customer journeys to improve customer satisfaction and happiness.
- Establish frameworks to measure customer satisfaction, happiness, and service performance.
- Lead service evaluations and recommend improvements aligned with UAE Government service excellence standards.
- Advise government entities on service innovation, customer-centric design, and international best practices.
- Engage stakeholders to drive service transformation and continuous improvement.
Requirements
- Bachelor’s degree in Management, Marketing, Design, or a related field; a Master’s degree is preferred.
- 8–15 years of relevant experience, including at least 5–6 years in the UAE, in government service design, customer experience, and 7-Star service projects with leading government entities.
- CCXP certification is preferred, along with a Service Design certification.
- Strong knowledge of the Global Star Rating System for Services, 7-Star rating requirements, and UAE government service quality standards.
- Expertise in customer journey design, service redesign, and measuring customer satisfaction and happiness.
- Excellent leadership, analytical, stakeholder management, and presentation skills.
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