Director
Customer Experience | Government Services | Grade 1
Competencies
Hover on any of the competencies below to view a detailed description.
Core Competencies
Proficiency Levels
Intrapreneurship
LEADING
Critical Thinking and Data-Driven Decision Making
LEADING
Facilitates Collaboration and Influence
LEADING
Learning Agility
LEADING
Digital Savviness
LEADING
Results-Driven Outcomes
LEADING
Public Service Excellence
LEADING
Leading Change
LEADING
Leadership Competencies
Proficiency Levels
Strategic and Visionary Foresight
LEADING
Fostering Well-Being and Coaching
LEADING
Technical Competencies
Proficiency Levels
Integrated Service Policy and Planning
Expert
Experience Design and Innovation
Expert
Performance Monitoring and Reporting
Advanced
Sector Development
Expert
Potential Movements
Key Accountabilities
- Lead the development of a future-focused government service policies & strategies that take into consideration service needs and requirements of citizens across life’s key moments
- Spearhead the establishment of customer / public insights unit and lead customer studies to uncover behavioural trends and insights and drive service agility for personalized and seamless service
- Develop best-in-class service practices and guidelines that align with best practices to drive service excellence for the Abu Dhabi Government
- Drive partnerships with stakeholders & SMEs to design technology-driven and human-centered initiatives and solutions to transform government-wide service delivery
- Develop strategy to enhance customer experience capability across government entities and enable them to respond to anticipated customer needs
- Oversee service transformation across government entities, monitor service performance and identify future capabilities and improvements areas to drive service agility
Preferred Experience And Exposure
- Experience working with senior stakeholders to define and drive customer strategies
- Experience in large-scale service transformation
- Comfort with technology evaluation and implementation
- Skill in managing high performing team of experts
- Experience in developing innovative service models and initiatives