Service Design & Journey Mapping Specialist
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About the Role
About NTAM NTAM is a regional marketing and communications agency delivering integrated, end-to-end solutions across strategy, branding, digital, content, media, events, and customer experience.
Key Skills for This Role
Full Job Posting
About Ntam
NTAM is a regional marketing and communications agency delivering integrated, end-to-end solutions across strategy, branding, digital, content, media, events, and customer experience.
With a growing presence across the region, NTAM partners with leading organizations across diverse sectors including healthcare, hospitality, government, retail, and corporate services to create impactful, insight-driven brand and service experiences.
At NTAM, we combine creativity, strategic thinking, and operational excellence to help our clients build stronger connections with their audiences and deliver meaningful customer journeys.
Our work is driven by innovation, collaboration, and a deep understanding of market dynamics, enabling us to design solutions that create measurable value and lasting impact.📍
About The Role
We are looking for a
Service Design & Journey Mapping Specialist
to lead the design and optimization of end-to-end customer experiences across digital and non-digital touchpoints.
This role will be responsible for understanding current customer journeys, identifying pain points and opportunities, and translating insights into actionable service improvements that enhance customer satisfaction, operational efficiency, and overall service quality.
The ideal candidate combines
service design thinking, customer journey mapping, customer research, process improvement, and stakeholder facilitation
to create seamless, human-centered service experiences.
Key Responsibilities
- Lead the development of
- end-to-end customer journey maps
- across multiple services, channels, and touchpoints.
- Assess current customer experiences to identify
- pain points, service gaps, inefficiencies, and moments of truth
- .
- Design
- future-state journeys, service blueprints, personas, and experience frameworks
- aligned with both customer needs and business goals.
- Conduct and synthesize
- qualitative and quantitative research
- , including stakeholder interviews, workshops, customer feedback, operational insights, and service performance data.
- Facilitate
- cross-functional workshops
- with internal teams and stakeholders to co-create service improvements and experience enhancements.
- Translate research findings and operational insights into
- clear recommendations, service design concepts, and actionable improvement initiatives
- .
- Collaborate with teams across
- customer experience, operations, product, digital, technology, marketing, and customer support
- to align on priorities and implementation plans.
- Support the prioritization of initiatives by evaluating
- customer impact, business value, feasibility, and operational implications
- .
- Develop and maintain service design deliverables such as:
- Customer journey maps
- Service blueprints
- Personas / user archetypes
- Process maps
- Experience principles
- Opportunity maps
- Measure and monitor the effectiveness of implemented improvements using
- CX metrics, customer feedback, and service performance indicators
- .
- Promote a
- customer-centric mindset
- and advocate for service design best practices across the organization.
Requirements
- Bachelor’s degree in
- Business, Marketing, Design, Customer Experience, Human-Centered Design, Psychology, or a related field
- .
- **3–6+ years of experience**
- in
- Service Design, Customer Experience (CX), Journey Mapping, UX Research, Design Strategy, or Process Improvement
- .
- Proven hands-on experience in:
- **Customer Journey Mapping**
- **Service Blueprinting**
- **Workshop Facilitation**
- **Research Synthesis & Insight Generation**
- **Stakeholder Management**
- Strong understanding of both
- frontstage and backstage service experiences
- and how they interact.
- Ability to translate customer insights and business needs into
- practical service design recommendations and improvements
- .
- Strong analytical, problem-solving, and storytelling skills.
- Excellent communication and presentation skills, with the ability to engage both business and operational stakeholders.
- Proficiency in tools such as
Miro, Figma, FigJam, Lucidchart, Visio
- , or similar journey mapping and collaboration platforms.
- Familiarity with
Voice of Customer (VoC), NPS, CSAT, CES
- , and service performance measurement is a plus.
- Experience in the
- KSA/GCC market
- , or within
- government, healthcare, telecom, banking, or large service organizations
- , is highly preferred.
- Arabic and English proficiency is preferred.
What We’re Looking For
- A
- customer-focused and strategic thinker
- who understands the full service ecosystem and can improve experiences across multiple touchpoints.
- Someone who thrives in
- complex environments
- , can navigate ambiguity, and work effectively with multiple stakeholders.
- A strong facilitator who can align teams around customer needs and turn insights into meaningful service improvements.
- A specialist who can balance
- customer expectations, business priorities, and operational realities
- .
Why Join Us?
This is an opportunity to play a key role in shaping customer experiences and contributing to service transformation initiatives that make a real impact.
You will work on high-value projects, collaborate with cross-functional teams, and help build services that are more intuitive, efficient, and customer-centered.
For all interested candidates, submit your application or send your updated CV, mentioning the job title in the subject to "[email protected]"
#ServiceDesign #JourneyMapping #CustomerExperience #CustomerJourney #DesignThinking #HumanCenteredDesign #ServiceBlueprint #CXStrategy #UXResearch #ExperienceDesign
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