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