CX Design Consultant

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

Abu Dhabi Government Services Standards

• 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

Stakeholder & Project Coordination

• 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 workstreams concurrently while maintaining the quality and consistency of deliverables
• Prepare and present service design findings, recommendations and deliverables to working-level and senior stakeholders

Qualifications

• 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
• Familiarity with TAMM, the Effortless framework and Abu Dhabi government service design principles and standards
• Strong workshop facilitation, stakeholder engagement and requirements-gathering capabilities
• Strong analytical and problem-solving skills with the ability to translate findings into practical service improvements
• Ability to produce clear, structured and high-quality documentation and presentations
• Ability to coordinate across multiple stakeholders and manage multiple services or workstreams simultaneously
• Arabic speaking is mandatory with professional proficiency in English also required

Preferred Experience

• Hands-on experience with ARIS business process modelling tool

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