Lead, Customer Experience & Engagement

About the role

Parsons is seeking a Lead, Customer Experience & Engagement to support the Manager, Customer Experience & Engagement in Doha, Qatar. The role focuses on supervising daily customer service operations, ensuring high‑quality interactions, and driving community engagement across all resident segments.

Key responsibilities

• Supervise day‑to‑day customer service operations and handle complex inquiries or escalations.
• Ensure customer interactions align with service standards, organizational values, and experience guidelines.
• Assist in developing and implementing customer service policies, procedures, and standards.
• Act as primary contact for residents on community‑related issues and service concerns.
• Organise community meetings, engagement initiatives, and outreach activities to strengthen resident relationships.
• Support resolution of resident concerns in collaboration with internal departments.
• Coordinate with landowners, regulatory bodies, and city service providers to align expectations and service delivery.
• Build partnerships with internal teams and external agencies to improve service efficiency.
• Monitor service metrics and KPIs, analyse trends, and recommend process improvements.
• Support quality‑assurance processes, crisis‑management plans, and coordination with emergency services.
• Provide mentorship, guidance, and training to customer experience team members.
• Implement digital tools and systems to streamline operations and recommend innovative solutions.
• Perform other duties as needed, managing priorities with minimal guidance.

Required profile

• Bachelor’s degree in Business Administration, Customer Relations, or a related field.

Required skills