CX Design Consultant

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.Company Description Qualifications • Experience in Customer Experience, Service Design, Business Process Design, Management Consulting, Government Transformation , or a related field. • Hands-on experience designing or redesigning services using established service design methodologies and tools . • Strong practical capability in developing customer personas, customer journey maps, service blueprints and service delivery processes . • Strong understanding of the Abu Dhabi government services environment . • Familiarity with TAMM, the Effortless framework and Abu Dhabi government service design principles and standards . • Strong workshop facilitation, stakeholder engagement and requirements-gathering capabilities. • Strong analytical and problem-solving skills, with the ability to translate findings into practical service improvements. • Ability to produce clear, structured and high-quality documentation and presentations. • Ability to coordinate across multiple stakeholders and manage multiple services or workstreams simultaneously. • Arabic speaking is mandatory , with professional proficiency in English also required. Preferred Experience • Hands-on experience with ARIS business process modelling tool. •