Project Manager - Digital Experience

JOB SUMMARY

CNS is seeking a results-driven and experienced Senior Project Manager to lead the delivery of a large-scale Digital Experience Managed Services engagement with a major UAE government entity. The initiative involves improving accessibility, usability, and satisfaction across over 30 systems and 160+ services, aligning with government digital transformation goals, service excellence KPIs, and accessibility standards (WCAG 2.1 AA).

As the project lead, you will manage a multidisciplinary team of UX/UI consultants, analysts, developers, and customer success specialists. You will ensure delivery excellence, stakeholder satisfaction, and SLA compliance across the entire program lifecycle.

DUTIES & RESPONSIBILITIES

- Project Leadership & Delivery
- Lead the full lifecycle of the digital managed services engagement from planning to execution.
- Oversee the implementation of user-centric improvements across web portals, mobile apps, and omnichannel digital touchpoints.
- Drive compliance with project timelines, resource plans, and financial targets.
- Team & Stakeholder Management
- Directly manage cross-functional teams to ensure coordination across UX, accessibility, analysis, and reporting functions.
- Serve as the central point of contact between CNS and government stakeholders.
- Facilitate team stand-ups, status reviews, steering committee sessions, and progress walkthroughs.
- UX, Accessibility & Quality Oversight
- Ensure 100% compliance with WCAG 2.1 AA across all digital services and platforms.
- Oversee the delivery of:
- Accessibility audits & remediation reports
- Usability reviews & content evaluations
- UX/UI standards & unified design strategies
- Mystery shopper analysis & customer voice feedback reports
- KPI dashboards and award readiness documentation
- Ensure deliverables align with government-mandated service excellence frameworks.
- SLA & KPI Management
- Define, monitor, and report on project SLAs and key performance indicators.
- Lead KPI improvement initiatives and data-driven optimization based on inputs from the Happiness Meter, CRM, and feedback channels.
- Risk, Compliance & Documentation
- Identify project risks early, define mitigation plans, and drive proactive issue resolution.
- Maintain all project documentation, version control, and compliance with change control procedures.
- Ensure adherence to:
- Government cybersecurity standards (e.g., DESC, ISO 27001)
- NDA and third-party access protocols
- Audit readiness and internal review requirements

Qualifications

Education

- Bachelor’s degree in computer science, IT, Engineering, or Business Management
- PMP® Certification

• Agile or Scrum Certification •

Experience

• Minimum 8 years of professional project management experience. • 5+ years in government digital transformation, service design, or UX-related project leadership

- Proven experience managing vendor-client delivery models within the UAE or GCC region

Additional Information

_Compliance with policies and procedures based on the ISO standards adopted by CNS._

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