Lead, Customer Experience & Engagement

About the Role

Parsons is hiring a Lead, Customer Experience & Engagement to join its Doha, Qatar team. This position focuses on supporting the Manager, Customer Experience & Engagement in improving customer service across client assets, strengthening engagement across customer groups, and helping raise both satisfaction levels and operational performance.

Key Responsibilities

• Oversee daily customer service activities and manage complex questions, complaints, and escalations.
• Make sure all customer touchpoints reflect service standards, company values, and customer experience expectations.
• Assist in creating and rolling out customer service policies, procedures, and service benchmarks.
• Serve as a contact point for residents on community matters and service-related concerns.
• Plan and coordinate community meetings, engagement programs, and outreach efforts that deepen resident relationships.
• Help resolve resident issues by working with the appropriate internal teams.
• Coordinate with landowners, regulators, and city service providers to align expectations and service delivery.
• Develop strong working relationships with internal stakeholders and external partners to improve efficiency and collaboration.
• Track service KPIs, review patterns, and suggest process and service enhancements.
• Support quality assurance frameworks, tools, and procedures that strengthen service management.
• Contribute to crisis response planning for emergencies and unexpected events.
• Work with emergency responders and relevant departments during crises to ensure timely communication and customer support.
• Guide and mentor members of the customer experience team.
• Assist in designing and delivering training that builds stronger customer service and engagement capabilities.
• Help introduce digital systems and tools that streamline customer service operations.
• Identify practical improvements and recommend innovative ideas to boost service quality and efficiency.
• Handle additional responsibilities as needed while independently organizing priorities with minimal supervision.

Requirements

• Bachelor’s degree in Business Administration, Customer Relations, Hospitality, or a similar discipline.
• At least 7 years of experience in customer service, community engagement, or a closely related area.
• Solid knowledge of customer service standards, service delivery workflows, and operational systems.
• Comfort using Microsoft Office and familiarity with CRM platforms.
• Strong spoken and written communication skills.
• Good coordination and stakeholder management abilities.
• Proven capability to manage several priorities and projects in a fast-moving environment.

Preferred Experience

• Prior work experience in the GCC region.
• Background in large mixed-use developments, real estate, or city management settings.
• Demonstrated leadership and team supervision skills.
• Ability to handle disputes and mediate customer concerns effectively.
• Strong interpersonal abilities with the capacity to build trust and rapport across varied customer and stakeholder groups.

Additional Information

Parsons is committed to equal employment opportunity across all levels and does not discriminate on the basis of race, color, religion, sex, pregnancy, national origin, age, disability, or genetic information. The company also emphasizes employee wellbeing, career growth, and an inclusive work culture. It additionally notes that fraudulent recruitment activity exists in the market and advises candidates to be aware of recruitment fraud and related reporting guidance.