Lead, Customer Journey & Excellence
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Key skills for this role
About the Role
TAQA Distribution seeks a Lead of Customer Journey & Excellence to map, analyze, and optimize end-to-end customer experiences. The role involves developing journey maps, translating pain points into business requirements, and ensuring compliance with DGE standards.
Key Skills for This Role
Responsibilities
- Develop and maintain comprehensive 'As Is' and 'To Be' customer journey maps across all touchpoints
- Translate prioritized journey enhancements into formal Business Requirement Documents (BRDs)
- Track implementation of journey enhancements and prepare change management strategies
- Serve as primary focal point for DGE Government Service Platform, managing catalog updates and ensuring compliance
- Lead annual Maturity Assessment and Mystery Shopper evaluation processes mandated by DGE
- Organize and lead focus groups, cross departmental workshops, and initiatives like 'CX Day'
Requirements
- 7–10 years of progressive experience in Customer Experience (CX) design, journey mapping, and cross functional project management
- Possession of DGE issued certificates or formal training in Customer Experience, the Effortless Program, and Customer Satisfaction
- Strong analytical and problem solving abilities
- Solid financial and project management understanding
- Highly proficient in developing compelling presentation decks for executive leadership
- Project Management Professional (PMP) or equivalent formal project management qualification
- Certified Customer Experience Professional (CCXP), Lean Six Sigma, or Agile/Change Management certifications are highly recommended
Full Job Posting
Role Overview
- The Lead of Customer Journey & Excellence plays a pivotal role within the Customer Service Affairs division at TAQA Distribution.
- Reports directly to the Manager of Customer Journey & Excellence.
- Responsible for mapping, analyzing, and optimizing end to end customer experiences.
- Translates customer pain points into actionable business requirements and drives cross functional implementation.
- Ensures compliance with Department of Government Enablement (DGE) standards.
Key Responsibilities
- Develop and maintain comprehensive 'As Is' and 'To Be' customer journey maps across all touchpoints.
- Understand the full catalog of service offerings and identify areas to reduce customer effort and friction.
- Translate prioritized journey enhancements into formal Business Requirement Documents.
- Act as the bridge between the customer experience team and IT/Product teams to secure sign off and guide technical execution.
- Track the implementation of journey enhancements and assess business impacts.
- Prepare change management strategies and ensure operational readiness before new workflows or features go live.
- Serve as the primary focal point for the DGE Government Service Platform.
- Manage catalog updates, secure internal approvals, and ensure all services comply with DGE mandates.
- Lead the annual Maturity Assessment and Mystery Shopper evaluation processes mandated by the DGE.
- Oversee evidence collection, submit accurate records, and develop actionable plans to close any identified gaps in service quality.
- Organize and lead focus groups, cross departmental workshops, and initiatives like 'CX Day'.
- Gather direct feedback from various customer segments and stakeholders to collaboratively design journey improvements.
Expected Qualifications & Skillset
- 7–10 years of progressive experience in Customer Experience (CX) design, journey mapping, and cross functional project management.
- Possession of Department of Government Enablement (DGE) issued certificates or formal training in Customer Experience, the Effortless Program, and Customer Satisfaction.
- Strong analytical knowledge and problem solving abilities to interpret customer needs accurately.
- Solid financial and project management understanding with ability to develop and support business cases.
- Highly proficient in developing compelling, high quality presentation decks for executive leadership.
- Project Management Professional (PMP) or equivalent formal project management qualification is required.
- Certified Customer Experience Professional (CCXP), Lean Six Sigma (Green/Black Belt), or Agile/Change Management certifications are highly recommended.
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