Government Service Design & CX Specialist

Department of Community Development

Abu Dhabi

On-site

AED 180,000 - 240,000

Full time

3 days ago

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Job summary

The Department of Community Development in Abu Dhabi seeks a service design and CX specialist to enhance social services through operation frameworks and policy development, delivering innovative services that meet beneficiary needs and align with effortless customer experience standards.

Responsibilities include updating service design frameworks, managing government service manuals, designing stakeholder-oriented services, and driving service performance improvements while maintaining

Qualifications

Minimum 4 years in Service Design, CX, Service Innovation or Process Improvements with a UAE government entity.
Bachelor Degree; Masters are preferred.
Arabic and English fluency.
Project Management, monitoring and reporting related to service design and enhancements.
ISO 10004 is desirable.

Responsibilities

Develop and update service design and delivery frameworks to ensure quality and compliance with approved government policies.
Prepare and manage the Government Services Manual with relevant units, in line with Abu Dhabi government policies and guidelines.
Define, design, and enhance services with stakeholders, in line with government requirements and effortless customer experience guidelines.
Design customer-centric services utilizing critical thinking and ideation tools
Develop and follow up on services enhancement plans to improve service performance and customer experience.
Conduct research on service performance and customers' perception to understand services.
Support government initiatives that improve the effortless customer experience.
Review plans to improve organizational maturity against effortless customer experience standards.