Service Development / Design Specialist- Emirati

Department of Community Development; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

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.

Skills

Service Design

CX

Project Management

Stakeholder Engagement

Bilingual Arabic/English

Education

Bachelor's degree

Master's degree preferred

Tools

ISO 10004

Job description

Enhancing the effectiveness and efficiency of social services through the preparation and development of operational frameworks and policies, and ensuring the design and development of innovative services that meet the needs of beneficiaries and comply with the requirements of the effortless customer experience, in a way that contributes to achieving the objectives of the Department and the social sector entities and raising the level of customer satisfaction.

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.

Requirements:

• Minimum 4 years in Service Design, CX, Service Innovation, 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

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