Job Description & How to Apply Below
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
- 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…
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