Digital Experience Development Lead JOB

Job Title: Digital Experience Development Lead

Sector: Tourism

Department: Visitors Experience Department

Section: Digital Experience Development Section

Direct Manager: Digital Experience Development Section Head

Role purpose:

Lead on creating and implementing end-to-end innovative digital experience designs such as – not limited to designing end-to-end journeys and journey maps, maintaining calendar of Journey Lab events & workshops, co-creating innovative experiences and others. Ensure close collaboration with the digital transformation team to ensure smart tourism initiatives including – not limited to applications and websites in-line with the department’s goals and priorities.

Key responsibilities:

Digital Experience Development

• Lead on conducting and developing continuous research on current benchmark trends and audience preferences aiming to create innovative plans for the department as per the defined KPIs.
• Design and implement social media strategy to align with business goals in close coordination with DCT Strategic MarComms Sector.
• Lead on co-creating end-to-end journey maps for identified target segments in cross-functional collaboration between relevant Tourism sector departments, stakeholders, and Journey & experience development teams in line with the department’s goals.
• Collaborate with other teams, like marketing, sales and customer service to ensure brand consistency in-line with the sector’s goals and priorities.
• Communicate with followers, respond to queries in a timely manner, and monitor customer reviews in order to escalate pain points and providing recommendations for improvements.
• Stay up-to-date with current technologies and trends in social media, design tools, and applications and monitor SEO and web traffic metrics and ensure escalating pain points and providing recommendations for improvements.
• Oversee social media accounts’ design (e.g. Facebook timeline cover, profile pictures, and blog layout) in close coordination with DCT Strategic MarComms Sector.
• Work with the heads of core Journey Management teams and support in designing end-to-end journeys and journey maps for each segment and journey step as per the defined objectives of the sector.
• Manage the organization of industry & stakeholder events, and maintain a calendar of Journey Lab events & workshops in-line with the sector and department’s goals.
• Lead on running design sprints and workshops to develop innovative experiences and products for identified target segments within the department.
• Proactively lead on building capabilities within the Visitor Experience teams by co-creating innovative experiences ensuring alignment with the department’s goals.
• Lead researching and benchmarking best-in-class digital experiences, and evaluate their application in Abu Dhabi.
• Work closely with the Digital Transformation Office on the identification and design of digital Visitor Experiences, and lead smart tourism initiatives externally across the tourism ecosystem to ensure timely implementation.
• Coordinate with Support Service Sector's Technology department to support on internal digitization initiatives including applications and websites as required for the department’s improvements.

Shared Activity

• Ensure effective cascading of the functional strategy into section business plans to ensure vertical alignment and horizontal integration with other interfacing sectional strategies.
• Lead the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.
• Carry out any other duties and responsibilities related to the role at the request of the direct manager.
• Manage and ensure effective implementation of functional policies, procedures, and controls covering all areas of assigned section activity so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service.
• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Demonstrate compliance to the organization’s values and ethics at all times to support the establishment of a value-driven culture within the organization
• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.

Communication and Business Relationships

Internal

• Tourism Sector
• DCT Relevant Sectors / Departments

External

• Key vendors & supplies
• Government entities such as DOF or others
• Other Agencies / Partners / Stakeholders
• Tourism Entities (Hotels, Tourist Attractions, DMCs, Consultants, etc.)  

Qualifications

• Bachelor’s degree (Master’s degree preferred) in Digital Development, Visitors Experience or any other decree within relevant industry.

Experience

• At least 4 to 7 years’ of experience in Visitors Experience, Digital Experience or equivalent.

Skills

• Full professional English proficiency both in speaking and writing 
• Arabic bilingual desirable but not mandatory 
• Skilled in MS Office (PowerPoint, Word and Excel)
• Administrative skills and attention to detail
• Self-motivated with a proven ability to complete work in a timely manner
• Expert knowledge on rebates schemes, preferably accustomed with UAE best practices
• Experience with business planning
• Extensive experience with program management related to finance and policy