[UAE] CX Design Consultant

About Sia

Role Overview

Government Service Design

• Lead service design and redesign from service understanding and current-state assessment through future-state design and transformation planning.
• Conduct discovery sessions with service owners and stakeholders to understand objectives, customers, policies, processes, channels, systems, and pain points.
• Develop customer personas, current-state and future-state journey maps, service blueprints, and end-to-end service delivery process maps.
• Facilitate ideation and co-design workshops and assess improvement opportunities across customer, process, policy, technology, channel, and operating requirements.
• Prioritize improvements and create transformation action plans with ownership, dependencies, and next steps.
• Produce accurate service design documentation aligned with validated requirements and agreed future-state designs.

Abu Dhabi Government Services

• Strong understanding of the Abu Dhabi government services ecosystem and its stakeholders.
• Familiarity with TAMM and the Effortless Customer Experience framework is required.
• Apply Abu Dhabi government service design principles, standards, guidelines, and customer experience requirements.
• Knowledge of CX Hub is preferred.

Stakeholder Coordination

• Coordinate with service owners, business stakeholders, technology teams, and other parties throughout the service design lifecycle.
• Facilitate alignment on requirements, improvement opportunities, and future-state designs.
• Coordinate deliverable reviews, incorporate stakeholder feedback, and track actions, decisions, dependencies, and outstanding requirements.
• Manage multiple services and workstreams and present findings and recommendations to working-level and senior stakeholders.

Qualifications

• Experience in customer experience, service design, business process design, management consulting, government transformation, or a related field.
• Hands-on experience with service design methodologies, customer personas, journey maps, service blueprints, and service delivery processes.
• Strong workshop facilitation, stakeholder engagement, requirements gathering, analytical, and problem-solving capabilities.
• Ability to create clear documentation and presentations and coordinate multiple stakeholders and workstreams.
• Arabic speaking is mandatory, with professional English also required.
• Hands-on experience with ARIS is preferred.

Additional Information

• Sia describes opportunities for continuous learning, tailored career advocacy, mentorship, and professional growth.
• The company emphasizes an inclusive and diverse culture focused on collaboration, wellbeing, and meaningful client impact.