CX Design Consultant

Job Description

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

Government Service Design amp 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

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

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 service delivery processes . Strong understanding of the Abu Dhabi government services environment .…