Chief Citizen Experience Officer

Lead the authority's citizen experience strategy and oversee end-to-end public service journeys, with a focus on making services easier, more inclusive and more effective.

• Develop a national citizen experience strategy and a life-event approach to priority journeys
• Map journeys with service owners, address policy and operational barriers and set cross-institutional accountability
• Set service design, accessibility and research standards and resources
• Build a human-centred design capability and a centre-of-excellence model
• Work with the Chief Product Officer to turn journey priorities into product roadmaps including non-digital steps
• Define measures for completion, satisfaction, accessibility, waiting time and effort and use segmented data to spot exclusion
• Lead multidisciplinary improvement initiatives and report progress through governance channels

• Bachelor's or Master's - Bachelor's degree in Human-Computer Interaction, Service Design, Design, Psychology, Social Sciences, Public Policy or related field; relevant Master's preferred, in Psychology, Social Sciences, Computer Science, recognised by HEC
• Evidence of redesigning complex cross-organisational journeys and measuring outcome improvements
• Portfolio or case studies showing research-led design and implementation

• Required experience: At least 15 years
• At least 15 years of progressively senior experience in citizen or customer experience, service design or human-centred transformation including senior leadership, with at least 5 years building or leading a design centre of excellence, journey management or a similar service improvement function

• All candidates: 18 – 55 years
• Age is counted on the closing date, 9 Nov 2026.

An upper limit of 55 years means you must not have reached that age on the date age is counted. A relaxation applies only to the candidates the advertisement names, with the proof it asks for.

In the advertisement's words:

• Maximum age 55 years

• Paper type: Mcqs

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Advertised by

Pakistan Digital Authority (PDA)

Application link

njp.gov.pk

Added to this site

27 Oct 2026

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