Overview
Lead, Customer Journey & Excellence Jobs in Abu Dhabi Emirate, United Arab Emirates at TAQA Distribution
Title: Lead, Customer Journey & Excellence
Company: TAQA Distribution
Location: Abu Dhabi Emirate, United Arab Emirates
Role Overview
The Lead of Customer Journey & Excellence plays a pivotal role within the Customer Service Affairs division at TAQA Distribution. Reporting directly to the Manager of Customer Journey & Excellence, this position is responsible for mapping, analyzing, and optimizing end-to-end customer experiences. The successful candidate will translate customer pain points into actionable business requirements, drive cross-functional implementation, and ensure compliance with Department of Government Enablement (DGE) standards.
Key Responsibilities
- Journey Mapping & Design: Develop and maintain comprehensive "As-Is" and "To-Be" customer journey maps across all touchpoints. Understand the full catalog of service offerings and identify areas to reduce customer effort and friction.
- Business Requirement Development (BRD): Translate prioritized journey enhancements into formal Business Requirement Documents. Act as the bridge between the customer experience team and IT/Product teams to secure sign-off and guide technical execution.
- Change Management & Implementation: Track the implementation of journey enhancements. Assess business impacts, prepare change management strategies, and ensure operational readiness before new workflows or features go live.
- Government Enablement (DGE) Liaison: Serve as the primary focal point for the DGE Government Service Platform. Manage catalog updates, secure internal approvals, and ensure all services comply with DGE mandates.
- Assessments & Quality Assurance: Lead the annual Maturity Assessment and Mystery Shopper evaluation processes mandated by the DGE. Oversee evidence collection, submit accurate records, and develop actionable plans to close any identified gaps in service quality.
- Cross-Functional Facilitation: Organize and lead focus groups, cross-departmental workshops, and initiatives like "CX Day." Gather direct feedback from various customer segments and stakeholders to collaboratively design journey improvements.
Expected Qualifications & Skillset
- Experience: 7–10 years of progressive experience in Customer Experience (CX) design, journey mapping, and cross-functional project management.
- DGE Qualifications: Possession of Department of Government Enablement (DGE) issued certificates or formal training in Customer Experience, the Effortless Program, and Customer Satisfaction.
- Analytical Skills: Strong analytical knowledge and problem-solving abilities to interpret customer needs accurately and reflect them into the right operational requirements and skill sets.
- Business & Financial Acumen: Solid financial and project management understanding, with a proven ability to develop, justify, and support robust business cases for leadership approval.
- Communication & Presentation: Highly proficient in developing compelling, high-quality presentation decks and PowerPoint presentations tailored for executive leadership and steering committees.
- Professional Certifications: Project Management Professional (PMP) or equivalent formal project management qualification is required. Certified Customer Experience Professional (CCXP), Lean Six Sigma (Green/Black Belt), or Agile/Change Management certifications are highly recommended.
