Job Description

Overview

We are seeking an experienced professional to redesign and optimize 250+ government services, ensuring simplified, automated, and customer-centric experiences aligned with Dubai Services Framework, Dubai Model standards, and Zero Bureaucracy directives.

Key Responsibilities

Review and analyze existing services, customer journeys, documents, steps, and SLAs. Identify gaps, inefficiencies, and opportunities for improvement or service consolidation. Design future-state customer journeys, service blueprints, and optimized workflows. Propose automation, service bundling, proactive service delivery, and cross-department integration. Conduct workshops, gather feedback, and align recommendations with government strategies. Create visual designs such as journey maps, blueprints, and wireframes (Miro/Figma).

Deliverables

Service Review & Assessment Report Current vs. Future Journey Maps Optimized Service Blueprints Recommendations Report (CX, automation, simplification) Digital Readiness Assessment Implementation Roadmap

Requirements

10+ years' experience in Service Design, CX, or Digital Transformation. Strong expertise in customer journey mapping and blueprinting tools (Miro, Visio, Lucidchart, etc.). Knowledge of Dubai Government frameworks (Dubai Model, Zero Bureaucracy). Experience with municipalities, free zone services, HSE, or government services. Excellent facilitation, stakeholder management, report writing, and visualization skills. Fluent in English & Arabic preferred.
Job Type: Contract
Contract length: 12 months

Pay: AED14,000.00 - AED16,000.00 per month