Customer Experience (CX) Lead

We re partnering with one of Dubai s leading government organisations to recruit an experienced Customer Experience (CX) Lead to drive the transformation of digital customer journeys across some of the UAE s most strategic digital initiatives. This is an opportunity to influence how millions of citizens, residents and businesses engage with government services by leading the governance, design and continuous optimisation of end-to-end digital experiences. Working across multiple government entities, you ll champion customer-centricity, establish best practice CX frameworks and help shape the future of digital government. If you re passionate about service design, customer journey transformation and delivering exceptional digital experiences at scale, this is a role where you can make a lasting impact. As the Customer Experience Lead, you ll take ownership of the governance and continuous improvement of customer journeys across Digital Dubai s Shared Digital Channels Initiatives. Working closely with government stakeholders, product teams and digital channel owners, you ll ensure customer needs remain at the heart of every digital service. Your responsibilities will include: • Defining and implementing enterprise-wide customer experience frameworks, standards and governance • Leading end-to-end customer journey mapping, service blueprinting and service design activities • Identifying customer pain points and opportunities to improve digital interactions across shared channels • Driving customer journey transformation initiatives that enhance usability, accessibility and service consistency • Establishing CX governance mechanisms, KPIs and performance measurement frameworks • Analysing Voice of Customer (VoC), customer insights, behavioural analytics and channel performance data to inform strategic decision-making • Providing recommendations to improve customer satisfaction, digital adoption and overall service performance • Collaborating with government entities, programme teams, product owners and channel managers to embed customer-centric thinking throughout the delivery lifecycle • Promoting continuous improvement and best practice in customer experience, service design and digital transformation We re looking for an experienced customer experience professional who combines strategic thinking with hands-on experience delivering customer-centric transformation programmes. You ll ideally have: • Extensive experience leading Customer Experience (CX), Service Design or Customer Journey Transformation initiatives • Strong expertise in customer journey mapping, service design methodologies and human-centred design principles • Experience establishing CX governance frameworks, performance metrics and continuous improvement processes • Proven ability to analyse customer insights, behavioural data and digital performance metrics to drive measurable improvements • Experience working across complex stakeholder environments with the ability to influence senior leaders and cross-functional teams • Strong understanding of digital transformation and omnichannel customer experience strategies • Excellent facilitation, presentation and communication skills • Experience within government, public sector or large-scale enterprise transformation programmes is highly desirable • Relevant certifications such as CX, Service Design, Design Thinking, Human-Centred Design or related disciplines would be advantageous Please apply to be contacted with further information. Salt is acting as an Employment Business in relation to this vacancy. • Extensive experience leading Customer Experience (CX), Service Design or Customer Journey Transformation initiatives • Strong expertise in customer journey mapping, service design methodologies and human-centred design principles • Experience establishing CX governance frameworks, performance metrics and continuous improvement processes • Proven ability to analyse customer insights, behavioural data and digital performance metrics to drive measurable improvements • Experience working across complex stakeholder environments with the ability to influence senior leaders and cross-functional teams • Strong understanding of digital transformation and omnichannel customer experience strategies • Excellent facilitation, presentation and communication skills • Experience within government, public sector or large-scale enterprise transformation programmes is highly desirable • Relevant certifications such as CX, Service Design, Design Thinking, Human-Centred Design or related disciplines would be advantageous