Job description

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.