CX Design Consultant

We are seeking a CX Design Consultant to support the design and redesign of government services in Abu Dhabi. The role requires hands-on experience in understanding existing services, identifying customer and operational pain points, facilitating service improvement activities, and translating requirements and insights into structured future-state service designs. The ideal candidate will have practical experience in customer experience, service design and government transformation , combined with a strong understanding of the Abu Dhabi government service ecosystem, its platforms, frameworks and service design standards.

Key Responsibilities Government Service Design & Redesign Lead and support the end-to-end design and redesign of government services , from initial service understanding and current-state assessment through future-state design and transformation planning. Conduct service understanding and discovery sessions with Service Owners and relevant stakeholders to understand service objectives, customer segments, policies, requirements, processes, channels, systems and existing pain points. Develop customer personas representing relevant customer segments, needs, behaviours and pain points.

Develop As-Is and To-Be Customer Journey Maps , capturing the end-to-end customer experience, stages, interactions, channels, touchpoints, pain points and future-state improvements. Develop As-Is and To-Be Service Blueprints , connecting customer interactions with front-stage and back-stage activities, stakeholders, systems and supporting processes. Map and document end-to-end service delivery processes , ensuring clear representation of activities, decision points, roles and responsibilities, systems, inputs/outputs, dependencies and service variants.

Plan and facilitate ideation and co-design workshops to identify and develop service improvement opportunities with Service Owners, Technology teams and other stakeholders. Assess improvement opportunities across customer experience, process, policy, technology, channels, communications and operating requirements . Prioritize improvement opportunities based on customer impact, feasibility, dependencies and implementation requirements. Translate findings and agreed improvements into structured service transformation action plans , including actions, ownership, dependencies and next steps.

Produce clear, accurate and structured service design documentation and ensure outputs reflect validated stakeholder requirements and agreed future-state designs. Abu Dhabi Government Services & Standards Demonstrate a strong understanding of the Abu Dhabi government services ecosystem , including the roles and interactions of government entities, Service Owners, Technology teams and central government stakeholders. Demonstrate familiarity with the TAMM platform and its role in the delivery of Abu Dhabi government services.

Understand and apply the Effortless Customer Experience framework , relevant government service design principles, standards and guidelines. Preferably have knowledge of CX Hub , the Department of Government Enablement (DGE) portal for government services. Ensure service designs and associated deliverables are aligned with applicable Abu Dhabi government requirements, standards and customer experience principles. Stakeholder & Project Coordination Liaise and coordinate between Service Owners, business stakeholders, Technology teams and other relevant parties throughout the service design lifecycle.

Facilitate stakeholder discussions and drive alignment on service requirements, improvement opportunities and future-state designs. Coordinate the review and validation of service design deliverables and ensure stakeholder feedback is appropriately incorporated. Track actions, decisions, dependencies and outstanding requirements to support timely delivery. Manage multiple services and work streams concurrently while maintaining the quality and consistency of deliverables. Prepare and present service design findings, recommendations and deliverables to working-level and senior stakeholders.

• Experience in Customer Experience, Service Design, Business Process Design, Management Consulting, Government Transformation , or a related field.
• Hands-on experience designing or redesigning services using established service design methodologies and tools .
• Strong practical capability in developing customer personas, customer journey maps, service blueprints and…