Chief Specialist | Service Design
Role Overview
KHDA seeks a strategic, customer-focused professional to lead service design and transformation that improves experiences for learners, educators, investors, and stakeholders across Dubai’s education ecosystem.
The role designs and implements human-centred services that integrate customer needs, operational requirements, policies, and technology.
Key Skills for This Role
Full Job Posting
Role overview
KHDA seeks a strategic, customer-focused professional to lead service design and transformation that improves experiences for learners, educators, investors, and stakeholders across Dubai’s education ecosystem.
The role designs and implements human-centred services that integrate customer needs, operational requirements, policies, and technology.
Service design and transformation
- Lead initiatives from discovery and requirements gathering through implementation and continuous improvement.
- Conduct research, interviews, journey mapping, service blueprinting, prototyping, and testing.
- Translate insights and strategic priorities into practical solutions; identify service and process pain points and improvement opportunities.
Improvement and delivery
- Drive transformation projects to improve customer experience, operational efficiency, and service effectiveness.
- Simplify processes and design future-state service models aligned with organisational objectives.
- Create implementation roadmaps, define ownership, manage milestones, and monitor outcomes.
- Establish success measures, service performance indicators, and benefits-realisation frameworks.
Stakeholder leadership and innovation
- Lead cross-functional collaboration with sectors, support functions, and external partners; facilitate workshops, design sprints, and co-creation sessions.
- Present recommendations, business cases, and service solutions to senior leaders and foster a customer-centric design approach.
- Anticipate customer needs and sector trends, identify innovation opportunities, and promote continuous improvement and evidence-based experimentation.
Education and experience
- Bachelor’s degree in Industrial Engineering, Business Administration, Business Analytics, Service Design, Innovation Management, Engineering, or a related discipline.
- Minimum 7–10 years in service design, business transformation, customer experience, process improvement, organisational development, or related fields.
- Demonstrated leadership of end-to-end transformation or service redesign and measurable improvements in customer experience, operational efficiency, or service performance.
- Experience engaging senior stakeholders and facilitating cross-functional initiatives.
- Service Design, Customer Experience, Design Thinking, Business Analysis, Lean Six Sigma, Agile, or Project Management certifications are preferred.
Relevant backgrounds and competencies
- Relevant backgrounds may include service design, customer experience, business analysis, transformation, industrial engineering, process excellence, digital transformation, or organisational transformation.
- Public-sector, government, education, or regulatory experience is among the encouraged backgrounds.
- Competencies include service design, customer journey mapping, human-centred design, process improvement, stakeholder management, facilitation, project and change management, strategic problem solving, data-driven decisions, communication, and influencing.
- The ideal candidate combines strategic thinking and execution, navigates complexity, and turns ideas into practical, sustainable outcomes.
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