Bilingual Customer Experience Consultant – Dubai

About the role

KCA is seeking a bilingual Arabic‑English Customer Experience Consultant to join its Dubai consulting team. You will work on multiple engagements, helping government and private organisations improve their customer journeys, service delivery and overall performance.

Key responsibilities

• Lead consulting workstreams across Customer Experience, Government Excellence and Service Improvement projects.
• Conduct current‑state, maturity and benchmarking assessments, and perform gap analyses.
• Analyse qualitative and quantitative data to identify improvement opportunities.
• Develop practical recommendations, implementation roadmaps and executive‑level reports.
• Design and optimise customer journeys, facilitate Voice of Customer analysis and define CX governance models.
• Support government entities in excellence assessments and award preparations.
• Facilitate workshops, stakeholder interviews and present findings to senior client management.
• Plan and manage workstreams, coordinate with analysts and mentor junior consultants.
• Contribute to business development through proposal writing and client presentations.

Required profile

• Fluent in Arabic and English (written and spoken) – mandatory.
• Proven experience in Customer Experience Management and Government Excellence programmes.
• Ability to build trusted relationships with senior stakeholders and deliver measurable value.
• Strong analytical mindset and capability to translate complex challenges into practical initiatives.

Required skills

What we offer

• Opportunity to work on high‑impact consulting projects across the UAE.
• Collaborative environment with senior leaders and industry experts.
• Professional development and exposure to government excellence frameworks.