Customer Experience Manager

Role overview

We are looking for a Customer Experience Lead to support a major government organisation in Dubai on a 6-month initial contract, with the possibility of extension. The role focuses on improving and governing digital customer journeys across some of the UAE’s most important digital services.

You will help shape how citizens, residents, and businesses interact with government platforms by guiding customer experience strategy, service design, and ongoing optimisation of end-to-end journeys. This position involves working across multiple government entities to strengthen customer-centric practices and build consistent CX standards for digital government services.

This opportunity is well suited to someone who enjoys service design, journey transformation, and improving digital experiences at scale.

Responsibilities

• Build and roll out enterprise-level customer experience frameworks, standards, and governance practices.
• Lead customer journey mapping, service blueprinting, and service design work across the full user journey.
• Spot friction points in digital services and identify opportunities to improve shared channel interactions.
• Support transformation initiatives that improve usability, accessibility, and consistency across customer journeys.
• Set up CX governance structures, KPIs, and performance tracking methods.
• Review Voice of Customer input, customer insights, behavioural data, and channel performance results to guide decisions.
• Recommend improvements that raise customer satisfaction, increase digital adoption, and strengthen overall service performance.
• Work closely with government stakeholders, programme teams, product owners, and channel managers to embed customer-centric thinking throughout delivery.
• Encourage continuous improvement and promote leading practices in CX, service design, and digital transformation.

Requirements

• Substantial experience leading CX, service design, or customer journey transformation programmes.
• Strong knowledge of journey mapping, service design methods, and human-centred design principles.
• Hands-on experience creating CX governance models, performance measures, and continuous improvement processes.
• Ability to analyse customer feedback, behavioural data, and digital performance metrics to deliver measurable outcomes.
• Experience working in complex stakeholder environments and influencing senior leaders and cross-functional teams.
• Good understanding of digital transformation and omnichannel customer experience strategy.
• Strong presentation, facilitation, and communication skills.
• Background in government, public sector, or large enterprise transformation programmes is highly desirable.
• Professional certifications in CX, service design, design thinking, human-centred design, or related fields would be an advantage.

Additional information

This is a 6-month initial contract role based onsite in Dubai, United Arab Emirates, with extensions possible. The opportunity is intended for an experienced professional who can support a large-scale public sector transformation effort. No salary, opening count, or start date was specified in the source.

How to proceed

Interested candidates should submit their details to be contacted with further information.