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About the Role

Analyze current services across people, processes, systems, and touchpoints to identify improvements and design future-state experiences. This is a senior, hands-on role requiring expertise in customer experience, service design, research, workshop facilitation, and business process thinking to solve complex challenges.

Responsibilities

Conduct research and stakeholder interviews to understand customer needs, behaviours, business objectives, and operational challenges.
Analyze existing services and business processes to identify friction, inefficiencies, gaps, and opportunities for improvement.
Map end-to-end customer journeys across digital and physical channels.
Identify customer needs, pain points, moments that matter, and opportunities to improve the overall experience.
Create customer journey maps, empathy maps, experience maps, and service blueprints to visualize and communicate findings.
Map current-state (as-is) experiences, services, and processes to understand how they operate today.
Design future-state (to-be) journeys and service experiences that address customer and business needs.
Develop service blueprints connecting frontstage customer interactions with backstage processes, people, systems, and dependencies.
Plan, structure, and facilitate client and stakeholder workshops, including discovery, journey mapping, co-creation, ideation, prioritization, and future-state design sessions.
Lead workshop discussions, manage different stakeholder perspectives, and turn workshop outputs into clear insights, decisions, and next steps.
Translate complex business and operational workflows into clear visual process maps and service models.
Collaborate with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into deliverable experiences.
Validate proposed journeys and service concepts with users and stakeholders where required.
Define clear recommendations and opportunities that can guide subsequent product, UX, operational, or technology decisions.
Document and present research, journeys, processes, service concepts, and recommendations clearly to senior stakeholders and clients.

Requirements

At least 8 years of hands-on experience in Service Design, Customer Experience, or a closely related discipline.
Proven experience mapping complex end-to-end customer journeys across digital and physical touchpoints.
Strong experience creating journey maps, service blueprints, experience maps, and process flows.
Experience mapping both current-state (as-is) and future-state (to-be) services and processes.
Strong workshop facilitation experience, with the confidence to independently plan and lead sessions with clients, senior stakeholders, and cross-functional teams.
Experience facilitating discovery, journey mapping, co-creation, ideation, prioritization, and future-state workshops.
Strong understanding of how customer experience connects with people, processes, operations, systems, and technology.
Experience conducting or working directly with customer and stakeholder research.
Ability to uncover customer needs, pain points, behavioural insights, and opportunities for service improvement.
Strong analytical and problem-solving skills, with the ability to make sense of complex services and business environments.
Ability to simplify complex systems, processes, and experiences into clear and actionable visual outputs.
Strong proficiency with modern service design, research, mapping, prototyping, and collaboration tools, such as Figma, FigJam, Miro, Lucidchart, or similar.
Up-to-date knowledge of the latest digital and AI-powered tools used across research, synthesis, journey mapping, service design, visualization, and prototyping.
Ability to use AI tools to accelerate research synthesis, analysis, ideation, documentation, and service design activities while maintaining strong human judgment and quality.
Curiosity and willingness to continuously explore and adopt new tools and methods that improve the speed and quality of the design process.
Strong presentation, storytelling, and stakeholder communication skills.
Ability to work collaboratively across multidisciplinary teams while also owning work independently.
Strong organizational skills and the ability to manage multiple priorities and changing project requirements.
Arabic speaking is a plus.
Willingness to work on-site with clients.
Flexibility to work across different projects, industries, and client environments.

Skills

Service Design
Customer Experience (CX)
Journey Mapping
Service Blueprinting
Experience Mapping
Process Flow Mapping
Workshop Facilitation
Research
Stakeholder Interviews
Customer Needs Analysis
Pain Point Identification
Business Process Analysis
Figma
FigJam
Miro
Lucidchart
AI Tools for Design
Presentation Skills
Storytelling
Stakeholder Communication
Collaboration
Organizational Skills
Project Management

Location

On-site with clients

Work Type

Full-time
On-site

Experience Level

Experienced
Senior