CXM Lead-Dubai onsite

We are hiring for CXM Lead,

Please go through the below JD and share updated resume

Location: Dubai

Onsite

Exp-12+YOE

CXM Lead

The CX Lead is responsible for shaping and managing customer and citizen experience across government digital services.The role ensures that service journeys are seamless, inclusive, and citizen-centric, and that customer insights directly inform continuous improvement. The position balances journey mapping, service improvements, and feedback management with team leadership, ensuring digital services consistently meet and exceed expectations for residents, businesses, and visitors.

Responsibilities:

CX Strategy & Standards

•        Define and apply standards for citizen and customer experience measurement.

•        Align CX practices with government-wide digital transformation objectives. 

Journey Mapping

•        Lead the mapping of end-to-end service journeys across multiple touchpoints.

•        Identify pain points, drop-offs, and opportunities for service improvement.

Voice of Customer 

•        Establish and manage continuous feedback loops (surveys, analytics, NPS, etc.).

•        Translate insights into actionable service enhancements.

Collaboration

•        Partner with UX/UI, Product, and Service Design teams to improve experiences.

•        Influence cross-government teams to adopt CX practices.

Service Improvement

•        Recommend and prioritize enhancements to high-impact services based on feedback.

•        Track and report on CX KPIs (satisfaction, adoption, NPS, etc.).

Leadership & Mentoring

•        Provide coaching and guidance to CX Specialists and Analysts.

Qualification:

•        Bachelor's degree in business, Marketing, Service Design, or related field.

•        8+ years experience in Customer Experience, Service Delivery, or related domain.

•        Strong background in journey mapping, feedback analysis, and CX metrics (CSAT, NPS, CES).

•        Master's degree in service design, Customer Experience, or related field.

•        Hands-on expertise with CX tools (Qualtrics, Medallia, Survey platforms).

•        Knowledge of government service delivery models. Exposure to agile and lean service improvement practices.