Lead, Customer Experience & Engagement

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At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what’s possible.

 

Job Description:

Lead, Customer Experience & Engagement

Qatar

Parsons is looking for an amazingly talented Lead, Customer Experience & Engagement to join our team in Doha, Qatar! In this role, you will support the Manager, Customer Experience & Engagement in managing and enhancing all aspects of customer service delivery across client assets. You will help ensure consistent excellence in customer interactions, foster engagement across all customer segments and services, and support initiatives that elevate customer satisfaction and operational efficiency.

What You’ll Be Doing

• Supervising day-to-day customer service operations and handling complex inquiries or escalations.
• Ensuring customer interactions align with service standards, organizational values, and customer experience guidelines.
• Assisting in the development and implementation of customer service policies, procedures, and service standards.
• Acting as a point of contact for residents regarding community-related issues and service concerns.
• Organizing community meetings, engagement initiatives, and outreach activities to strengthen resident relationships.
• Supporting the resolution of resident concerns in collaboration with relevant internal departments.
• Coordinating with landowners, regulatory bodies, and city service providers to ensure alignment on customer expectations and service delivery.
• Building partnerships with internal teams and external agencies to improve service efficiency and collaboration.
• Monitoring service metrics and KPIs, analyzing trends, and recommending process and service improvements.
• Supporting the development and implementation of quality assurance processes, procedures, and tools for effective service management.
• Supporting the development and implementation of crisis management plans to handle emergencies and unexpected situations.
• Coordinating with emergency services and other relevant departments during crises to ensure clear communication and appropriate customer support.
• Providing mentorship and guidance to customer experience team members.
• Assisting in the creation and delivery of training programs to enhance team capabilities in customer service and engagement.
• Supporting the implementation of digital tools and systems to streamline customer service operations.
• Identifying and recommending innovative solutions to improve service efficiency and customer experience.
• Performing other duties and responsibilities as needed, and determining and managing priorities with minimal guidance.

What Required Skills You’ll Bring

• Bachelor’s Degree in Business Administration, Customer Relations, Hospitality, or a related field.
• Minimum 7 years of experience in customer service, community engagement, or related fields.
• Strong understanding of customer service best practices, service delivery processes, and operational systems.
• Proficiency in Microsoft Office Suite and working knowledge of CRM tools.
• Excellent verbal and written communication skills.
• Strong coordination and stakeholder management skills.
• Proven ability to manage multiple projects and prioritize tasks in a dynamic environment.

What Desired Skills You’ll Bring

• Experience in the GCC region.
• Experience in large, mixed-use, real estate, or city management environments.
• Strong leadership and team management capabilities.
• Ability to resolve conflicts and mediate customer issues effectively.
• Strong interpersonal skills with the ability to build trust and rapport across diverse customer and stakeholder groups.

Parsons equally employs representation at all job levels no matter the race, color, religion, sex (including pregnancy), national origin, age, disability or genetic information.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!

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