Service Design Manager - On-site Abu Dhabi - Octopus by RTG (5 months contract)

Lead and manage end-to-end service design initiatives to connect digital, physical, and human touchpoints. Drive strategic transformation by developing service blueprints and facilitating executive-level workshops to align customer needs with business goals.

Responsibilities

• Lead and manage service design engagements across multiple client projects and industries
• Define and drive service design strategies that align customer needs with business objectives
• Conduct and oversee qualitative and quantitative research to identify customer needs, pain points, behaviors, and opportunities
• Develop and validate service blueprints, customer journey maps, ecosystem maps, operating models, and experience principles
• Facilitate executive-level workshops, co-creation sessions, and stakeholder alignment activities
• Identify service gaps, operational inefficiencies, and innovation opportunities across customer journeys and organizational processes
• Lead the prototyping and testing of service concepts to validate assumptions and optimize experiences
• Collaborate with business consultants, researchers, UX/UI designers, process designers, and technology teams to ensure successful implementation
• Define success metrics, KPIs, and measurement frameworks to monitor service performance and continuous improvement
• Mentor and coach junior service designers, contributing to capability building and service design best practices
• Advocate for human-centered design methodologies and foster a customer-centric culture within client organizations and project teams

Requirements

• Bachelor's degree in Service Design, Human-Centered Design, Interaction Design, Design Strategy, Business Design, or a related field
• 7+ years of experience in Service Design, Customer Experience (CX), Design Strategy, or related disciplines
• Proven track record of leading complex service design programs within large organizations
• Extensive experience developing service blueprints, journey maps, ecosystem maps, and operating models
• Strong stakeholder management and facilitation skills, with experience engaging senior executives and decision-makers
• Deep understanding of customer experience design, service innovation, design thinking, and business transformation
• Experience translating customer insights into strategic recommendations and business outcomes
• Proficiency in tools such as Miro, Figma, Smaply, or similar service design platforms
• Excellent communication, storytelling, and presentation skills
• Arabic language proficiency is preferred

Benefits

• Opportunity to work with a leading tech group
• Chance to drive the design and transformation of end-to-end services
• Collaboration with a team of experienced professionals
• Professional development and growth opportunities

Key Skills