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.