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CX Service Designer

BlackStone eIT
Dubai, UAE
contract
2 days ago
DesignerService
Free

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Overview

  • Analyze existing services and identify opportunities to improve customer experience and service delivery.
  • Design customer journeys (As-Is & To-Be) to enhance user experience and operational efficiency.
  • Collaborate with Business Analysts, UX/UI Designers, and Technical teams to align business, user, and technical requirements.
  • Develop service design artifacts such as Customer Journey Maps, Service Blueprints, User Personas, Process Flows, and Service Catalogs.
  • Identify pain points and recommend improvements to simplify processes and enhance customer satisfaction.
  • Ensure consistency across digital service channels and support the implementation of customer-centric solutions.
  • Participate in workshops, stakeholder meetings, and design review sessions to support project delivery.
  • **Requirements** **Key Responsibilities**

1 Service Discovery & Analysis

  • Conduct workshops and working sessions with key stakeholders to gather insights and understand current service delivery models.
  • Analyze existing services and identify gaps, inefficiencies, and improvement opportunities.
  • Map **current state (As-Is)** customer journeys across all relevant services.

2 Service Design & Experience Definition

  • Design **future state (To-Be)** customer journeys with a focus on improving user experience and operational efficiency.
  • Identify and address pain points, delays, redundancies, and service gaps.
  • Ensure consistency and standardization of services across all channels (web, mobile, backend).

3 Alignment Across Business, UX, and Technology

  • Collaborate closely with Business Analysts and UX/UI teams to:
  • Align business requirements with user experience design.
  • Ensure feasibility and alignment with technical architecture and implementation constraints.
  • Act as a bridge between business, design, and technical teams to ensure cohesive service delivery.

4 Customer Experience (Cx) Optimization

  • Simplify service processes by reducing unnecessary steps and removing friction points.
  • Enhance usability and accessibility of services.
  • Ensure a consistent and seamless customer experience across all touchpoints.

5 Service Design Artifacts Development

  • Develop and maintain comprehensive service design deliverables, including but not limited to:
  • Customer Journey Maps (As-Is and To-Be)
  • Service Blueprints (including frontstage and backstage processes)
  • User Personas
  • Stakeholder Maps

• Service Ecosystem Maps

  • Service Catalogs

• End-to-end Process Flows

  • Experience Guidelines and Design Principles

6 Recommendations & Continuous Improvement

  • Provide actionable recommendations for service optimization and transformation.
  • Support prioritization of services based on impact, complexity, and business value.
  • Contribute to defining a scalable and sustainable service design framework.

3. Deliverables

  • The Service Designer is expected to deliver the following:
  • As-Is and To-Be Customer Journey Maps
  • Detailed Service Blueprints (frontstage & backstage)
  • User Personas
  • Service Catalog

• Stakeholder & Ecosystem Maps

  • Experience Guidelines

4. Collaboration & Governance

  • Work under the overall project governance structure.
  • Coordinate with:

• UX And UI Design Team

  • Technical/Development Team
  • Participate in regular project meetings, workshops, and design reviews.

5. Expected Outcome

  • Improved and standardized services
  • Enhanced customer experience and satisfaction
  • Optimized service delivery processes
  • Clear alignment between business, design, and technology

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