Customer Experience Specialist

1 day ago

Doha, Qatar Metazyber Technologies Full time

**Overview**: As a Customer Experience Specialist with a focus on government projects, you will play a pivotal role in leading and driving customer experience initiatives that directly impact citizen engagement and satisfaction with government services. You will collaborate closely with government agencies, stakeholders, and internal teams to develop and implement strategies that elevate the quality of service delivery and uphold the standards set by government initiatives.

**Key Responsibilities**:

- Lead and oversee customer experience initiatives specific to government projects, ensuring alignment with project objectives and stakeholder expectations.
- Serve as a strategic advisor to government agencies, providing expertise on customer service best practices, trends, and innovative solutions.
- Develop comprehensive customer service strategies and action plans that enhance citizen satisfaction and optimize service delivery processes.
- Conduct in-depth research, analysis, and evaluation of customer feedback and data to identify opportunities for improvement and implement actionable insights.
- Establish and monitor key performance indicators (KPIs) and metrics to assess the effectiveness of customer experience initiatives and drive continuous improvement.
- Collaborate cross-functionally with internal teams (such as IT, operations, and communications) to implement solutions and resolve complex issues impacting service delivery.
- Ensure compliance with government regulations, policies, and standards related to customer service, data privacy, and accessibility.
- Provide leadership, mentorship, and training to a team of customer experience professionals, fostering a culture of excellence, collaboration, and continuous learning.

**Qualifications**:

- 5 + years in customer experience management
- Proven track record of success in leading customer experience initiatives within government projects or public sector environments.
- Extensive knowledge of government processes, regulations, and initiatives related to customer service and citizen engagement.
- Strong strategic thinking and analytical skills, with the ability to translate insights into actionable plans and measurable outcomes.
- Exceptional interpersonal and communication skills, with the ability to influence and build strong relationships with stakeholders at all levels.
- Demonstrated experience in project management, including planning, execution, and evaluation of customer service programs.
- Bachelor’s or Master’s in Business or related field preferred.
- Arabic and European nationalities preferred

**Job Type**: Contract
Contract length: 12 months

**Experience**:

- customer experience management: 5 years (preferred)

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