Chief Citizen Experience & Service Design Leader

Pakistan Digital Authority; Islamabad; On-site; PKR 3,500,000 - 5,500,000; Full time

Job summary

Pakistan Digital Authority is seeking a senior leader to head citizen experience strategy and oversee end-to-end public service journeys. You will translate citizen needs into redesigned services across institutions, basing decisions on research and measurable outcomes.

You will build a centre of excellence for design, establish governance, and partner with the Chief Product Officer to map journeys into product roadmaps while maintaining visibility of non-digital steps.

Qualifications

• At least 15 years of progressively responsible relevant professional experience in citizen or customer experience, service design or human-centred transformation, including senior leadership responsibility.
• At least five years building and leading a design centre of excellence, journey management capability or comparable multidisciplinary service improvement function.
• Evidence of redesigning complex journeys across organisational boundaries and measuring improvements in service outcomes.
• A portfolio or case studies demonstrating research-led design, stakeholder influence and implementation in complex institutional environments.

Responsibilities

• Develop the National Citizen Experience Strategy and a life-event approach to priority journeys, such as starting a business or accessing family services.
• Work with responsible service owners to map journeys, identify policy and operational barriers, agree improvements and establish accountability across institutional boundaries.
• Lead service design standards, accessibility guidance and reusable design resources, embedding research and testing into service development.
• Build the human-centred design capability and an approved centre-of-excellence model, supporting journey owners and product teams with research and design expertise.
• Partner with the Chief Product Officer to translate end-to-end journey priorities into product roadmaps while retaining visibility of non-digital service steps.
• Establish citizen experience measures covering completion, satisfaction, accessibility, waiting time and effort; use segmented evidence to identify exclusion or poor outcomes.
• Lead multidisciplinary improvement initiatives with ministries and delivery partners and report progress and unresolved barriers through PDA’s governance arrangements.

Skills

Service design

Mixed-method user research

Journey governance

Accessibility and inclusion

Experience measurement

Influence without line authority

Design leadership

Education

Bachelor’s degree in HCI/Service Design/Design/Psychology/Social Sciences/Public Policy

Master’s degree preferred

Job description

Pakistan Digital Authority is seeking a senior leader to head citizen experience strategy and oversee end-to-end public service journeys. You will translate citizen needs into redesigned services across institutions, basing decisions on research and measurable outcomes.

You will build a centre of excellence for design, establish governance, and partner with the Chief Product Officer to map journeys into product roadmaps while maintaining visibility of non-digital steps.