Job Summary (Native Arabic Speakers Only)

The Customer Experience Specialist will be responsible for enhancing the overall customer journey and ensuring seamless interaction across both digital and physical service channels. The role combines customer experience expertise with knowledge of digital platforms, UX/UI, and service design to improve satisfaction, drive adoption of digital channels, and build trust through accessible and user-friendly services.

Key Responsibilities

• Map and analyze end-to-end customer journeys across online and offline touchpoints.

• Design strategies to enhance customer experience across all service channels.

• Develop KPIs to measure customer experience and service effectiveness.

• Use feedback, usability testing, and data analytics to improve service delivery.

• Manage and enhance digital channels (website, chatbot, mobile applications).

• Define and enforce UI/UX and accessibility standards.

• Lead implementation of digital self-service tools.

• Collaborate with internal departments and external stakeholders to improve services.

Qualifications

• Bachelor’s degree in Business Administration, Digital Design, IT, Communications, Public Administration, or related field.

• Master’s degree (MBA, Public Administration, or Digital Transformation) preferred.

• Professional certifications in CX, Service Design, or UX/UI (e.g., CCXP, HFI, Design Thinking) are an advantage.

Experience

• 7–10 years of experience in customer experience, service design, or digital product/UX management, preferably in government/public sector.

• Strong knowledge of journey mapping, service design, and digital service delivery standards.

• Experience with digital platforms (websites, mobile apps, chatbots).

• Familiarity with data analysis, usability testing, and reporting tools.

• Strong communication, stakeholder engagement, and problem-solving skills.

• Fluency in English (Arabic is an advantage).

Skills

• Customer Journey Mapping

• Service Design & CX Methodologies

• UX/UI Standards & Accessibility

• Digital Transformation & Innovation

• Stakeholder Collaboration

• Data-Driven Decision Making