Job Summary:

This role focuses on enhancing the taxpayer’s experience and optimizing their journey within TAX entity. The ideal candidate will possess a strong understanding of regional taxpayer needs and behaviors, coupled with expertise in customer experience principles and journey mapping & Strategy techniques. This position will play a crucial role in improving taxpayer satisfaction and building trust.

Key Responsibilities:

* Customer Journey Mapping:

• Map and analyze the end-to-end taxpayer journey for various tax processes and services within the region.
• Identify 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 entity.

* Customer Experience Design:

• Design and implement initiatives & strategies to enhance the taxpayer’s experience at each stage of their journey.
• Develop the necessary quality KPIs to enhance the taxpayer experience
• Leverage customer feedback, data analytics, and best practices to optimize processes, communication channels, and service delivery.
• 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.

* Service Optimization and Innovation:

• Continuously monitor and evaluate the effectiveness of taxpayer services, identifying areas for improvement and innovation.
• Introduce 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.

* 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 and Experience:

• Bachelor’s degree in business administration, Public Administration, or a related field.
• Master's degree or professional certification in customer experience management is preferred.
• 20+ years proven experience in customer experience or service design role, preferably within a government or public sector organization in GCC region.
• 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 advantageous.