Customer Experience Manager
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Key skills for this role
About the Role
A leading Dubai government organisation seeks a Customer Experience Lead on a 6-month contract to drive digital customer journey transformation. You will define CX frameworks, lead journey mapping, and collaborate with government stakeholders to enhance digital services for millions of users.
Key Skills for This Role
Responsibilities
- Define and implement enterprise wide customer experience frameworks, standards and governance.
- Lead end to end customer journey mapping, service blueprinting and service design activities.
- Identify customer pain points and opportunities to improve digital interactions across shared channels.
- Drive customer journey transformation initiatives that enhance usability, accessibility and service consistency.
- Establish CX governance mechanisms, KPIs and performance measurement frameworks.
- Analyse Voice of Customer (VoC), customer insights, behavioural analytics and channel performance data.
- Provide recommendations to improve customer satisfaction, digital adoption and overall service performance.
- Collaborate with government entities, programme teams, product owners and channel managers.
Requirements
- 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.
- Experience working across complex stakeholder environments with ability to influence senior leaders.
- 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.
Full Job Posting
Customer Experience Lead
- 6 month initial contract with extensions.
- Location: Dubai.
- Partnering with a leading Dubai government organisation to drive transformation of digital customer journeys.
Your responsibilities will include
- Defining and implementing enterprise wide CX frameworks.
- Leading end to end customer journey mapping and service design.
- Identifying customer pain points and opportunities.
- Driving customer journey transformation initiatives.
- Establishing CX governance mechanisms and KPIs.
- Analysing VoC and behavioural data.
- Providing recommendations to improve satisfaction.
- Collaborating with government entities and teams.
We're looking for
- Extensive experience leading CX, Service Design or Customer Journey Transformation.
- Strong expertise in journey mapping and human centred design.
- Experience establishing CX governance frameworks.
- Proven ability to analyse customer insights and data.
- Experience in complex stakeholder environments.
- Strong understanding of digital transformation.
- Excellent facilitation and communication skills.
- Government or public sector experience highly desirable.
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