Customer Experience Consultant

Position Overview This role focuses on optimizing the experience of taxpayers and other clients interacting with the Authority. This role involves driving customer-centric strategies, designing innovative service improvements, and ensuring that customer interactions across all touchpoints are seamless, efficient, and satisfactory. The Consultant will lead cross-functional teams, manage complex projects, and influence senior leadership to implement customer-focused changes that align with the tax authority’s goals and regulatory requirements.Key Responsibilities Customer Experience Strategy Design and implement customer experience initiatives and strategies to enhance the taxpayer’s experience at each stage of their journey in alignment with the Authority’s mission, values, and regulatory requirements.Define and prioritize customer experience initiatives to improve service delivery, ensuring they meet the needs of both individual taxpayers and businesses.Collaborate with senior leadership in the Authority to integrate customer experience goals into broader organizational strategies, ensuring taxpayer needs are consistently prioritized across the organization.Customer Journey Optimization Map and analyze the end-to-end taxpayer journey for various tax processes and services at a local and regional level.Identify pain points and areas for improvement across different touchpoints (online, offline, and service centers).Develop detailed customer journey maps that visualize the taxpayer experience and highlight key interactions with the Tax Authority Service Optimization and Innovation Continuously monitor and evaluate the effectiveness of taxpayer services, identifying areas for improvement and innovation.Support in Introducing new technologies and approaches to enhance service delivery.Promote a culture of customer-centricity within the entity, encouraging employees to prioritize taxpayer needs and satisfaction.Develop user-friendly and accessible online services, including tax filing portals, payment systems, and information resources.Ensure that all taxpayer interactions are handled efficiently, professionally, and with empathy.Performance Monitoring and Reporting Develop and track key performance indicators (KPIs) for customer experience, regularly reporting progress and outcomes to senior leadership.Continuously assess the impact of customer experience initiatives, adjusting as necessary to achieve optimal results.Share insights from customer experience metrics with senior management and other teams, promoting data-driven decision-making.Leverage customer feedback, data analytics, and best practices to optimize processes, communication channels, and service delivery.Use customer data to derive actionable insights, identify trends, and continuously improve customer experience.Report on customer satisfaction metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), to senior management, providing recommendations for continuous improvement.Stakeholder Collaboration Collaborate with internal stakeholders, including tax departments, IT, and communication teams, to ensure alignment and effective implementation of customer experience initiatives.Engage with external stakeholders, such as taxpayer representatives, business associations, to gather feedback and understand their needs.Qualifications Education Bachelor’s degree in business administration, Public Administration, or a related field.Master's degree or professional certification in customer experience management is desired.Experience15+ years proven experience in customer experience or service design role, preferably within a government or public sector organization in GCC region.Proven experience leading cross-functional teams and managing complex customer experience projects from inception to completion.Strong understanding of customer journey mapping, customer satisfaction metrics, and service design techniques, with a focus on digital transformation.Skills and Knowledge Strong understanding of customer journey mapping techniques and experience design principles and strategies.Excellent analytical, problem-solving, and communication skills.Fluency in English language, Arabic language is a plus.Certifications Certifications in customer experience or service management, such as Certified Customer Experience Professional (CCXP), or equivalent, are highly desirable.Project management certification (e.g., PMP or Agile certification) is a plus.Key Competencies Strategic Thinking: Ability to develop long-term customer experience strategies that align with organizational goals.Leadership: Strong leadership skills, including the ability to guide cross-functional teams, influence senior leaders, and mentor staff.Problem-Solving: Creative and proactive in identifying customer pain points and developing effective solutions.Collaboration: Skilled at working with multiple stakeholders to align customer experience initiatives with organizational objectives.Data-Driven Decision Making: Comfortable using data and analytics to drive customer experience strategies and improvements.Adaptability: Ability to navigate a changing regulatory and digital landscape while maintaining a focus on customer satisfaction. #J-18808-Ljbffr