Lead, Customer Experience & Engagement

About the role

Parsons is seeking a Lead, Customer Experience & Engagement to support the Manager in delivering consistent, high‑quality service across its client assets in Doha. The role focuses on supervising daily operations, handling escalations, and driving initiatives that boost customer satisfaction and operational efficiency.

Key responsibilities

• Supervise day‑to‑day customer service activities and resolve complex inquiries or escalations.
• Ensure all customer interactions meet service standards, organisational values and experience guidelines.
• Assist in creating and applying customer service policies, procedures and standards.
• Act as primary contact for residents on community‑related issues, organising meetings and outreach programmes.
• Coordinate with landowners, regulators and city service providers to align expectations and delivery.
• Build partnerships with internal teams and external agencies to improve service efficiency.
• Monitor service metrics and KPIs, analyse trends and recommend improvements.
• Support quality‑assurance processes, crisis‑management plans and emergency coordination.
• Mentor team members and help develop training programmes.
• Identify and propose digital tools to streamline operations.

Required profile

• Bachelor’s degree in Business Administration, Customer Relations or a related field.
• Proven experience supervising customer service teams and handling escalations.
• Strong analytical ability to interpret service metrics and drive improvements.
• Excellent communication skills for interacting with residents, regulators and internal stakeholders.
• Ability to work autonomously, set priorities and manage multiple initiatives.

Required skills

What we offer

• Opportunity to work in a dynamic, multicultural environment.
• Exposure to large‑scale projects and community‑focused initiatives.
• Professional development and mentorship from senior leadership.