Service Design & Customer Experience (CX) Specialist
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Key skills for this role
About the Role
We are seeking an experienced Service Design & CX Specialist to enhance customer journeys, improve service delivery, and support digital transformation initiatives.
Key Skills for This Role
Full Job Posting
Overview
We are seeking an experienced Service Design & CX Specialist to enhance customer journeys, improve service delivery, and support digital transformation initiatives.
The ideal candidate will have strong experience in service design, customer journey mapping, stakeholder engagement, and customer-centric transformation programs.
Key Responsibilitie
- Design and improve end-to-end customer journeys and services
- Conduct customer journey mapping, service blueprinting, and customer research activities
- Develop service prototypes and pilot solutions (PIRO – Piloting/Prototyping) to validate customer experience improvements before implementation
- Create wireframes, mockups, and service prototypes using Figma and other design tools
- Facilitate workshops and stakeholder engagement sessions
- Identify service improvement opportunities and develop future-state service models
- Support digital transformation initiatives using customer-centric design principles
- Apply Dubai Services Framework, Dubai Model, and Zero Bureaucracy concepts where applicable
- Prepare reports, presentations, and service design documentation
- Collaborate with business and operational teams to implement service improvements
Qualifications & Experien
- ce
- Bachelor’s degree in a relevant field.
- 5+ years of experience in Service Design, Customer Experience (CX), Digital Transformation, or related areas.
- Strong experience with customer journey mapping, service blueprinting, and PIRO (Piloting/Prototyping) methodologies.
- Proficiency in tools such as Miro, Visio, Bizagi, Lucidchart, Figma, or similar service design and prototyping platform.
- Proven experience improving customer journeys within government entities or large organizations.
- Strong facilitation, stakeholder management, reporting, visualization, and prototyping skills.
Preferred
- Previous UAE government or consulting experience.
- Certifications in CX, Service Design, Design Thinking, Human-Centered Design, Figma, or Lean-Six Sigma.
- Bilingual (English & Arabic) mandatory
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