Project Manager - Digital Experience

"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

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

Compliance with policies and procedures based on the ISO standards adopted by CNS."