Job description

·Provide strategic leadership, defining department vision, objectives, and roadmaps aligned with KHDA’s goals.

·Direct service design frameworks that prioritize user-centric, data-informed approaches.

·Oversee workshops with Early, Growth, Exploration, and Empowerment sectors to co-create solutions.

·Lead service innovation initiatives to anticipate and respond to sector-specific needs.

·Execute functional plans, aligning them with KHDA’s overarching strategy.

·Develop prototypes, guide iterations, and ensure stakeholder feedback integration.

·Monitor key performance indicators (NPS, CSAT, CES), analysing results to drive improvements.

·Champion continuous service enhancements through iterative design thinking.

·Ensure cross-functional alignment of service design strategies with KHDA’s strategic objectives.

·Identify and address service delivery pain points through collaboration.

·Govern customer feedback channels, analysing insights to improve service satisfaction.

·Spearhead SLA development, ensuring compliance with government benchmarks.

·Track, analyse, and report SLA performance to stakeholders for transparency.

·Establish and maintain adaptable, scalable service frameworks.

·Drive strategic service innovation initiatives to stay ahead of educational trends.

·Master's degree in service design, Business Administration, or related field.

·10+ years in service design, with 5+ years in leadership roles.

·Strong knowledge of design thinking, prototyping, and SLA management.

·Proven expertise in cross-departmental collaboration and strategic alignment.