Lead Service Design & Customer Experience Consultant

About the role

We are looking for an experienced Lead Service Design & Customer Experience Consultant to drive service design, excellence and customer experience initiatives for government entities in the UAE.

Key responsibilities

• Lead the design, development and redesign of government services to improve quality and customer experience.
• Develop strategies and roadmaps to achieve 7‑Star ratings under the Global Star Rating System for Services.
• Assess existing services against UAE government standards and identify improvement opportunities.
• Design and optimise customer journeys to boost satisfaction and happiness.
• Establish frameworks to measure customer satisfaction, happiness and service performance.
• Lead service evaluations and recommend improvements aligned with UAE Government’s service excellence standards.
• Advise government entities on service innovation, customer‑centric design and international best practices.
• Engage with key stakeholders to drive service transformation and continuous improvement.

Required profile

• Bachelor’s degree in Management, Marketing, Design or related field; Master’s preferred.
• 8‑15 years of relevant experience, including at least 5‑6 years in the UAE on government service design and 7‑Star service projects.
• Strong knowledge of the Global Star Rating System for Services and UAE government service quality standards.
• Excellent leadership, analytical, stakeholder management and presentation skills.

Required skills

• CCXP certification preferred.
• Certification in Service Design.