Consultant- Service Design (Technology- Customer Experience)

Job Summary

The Consultant in Service Design contributes to customer and citizen experience transformation projects within sectors like government, financial services, energy, and telecom. The role involves supporting service design efforts, research, journey mapping, and project delivery under senior guidance, translating user insights into service improvements while developing consulting and design skills.

Responsibilities

• Assist with qualitative and quantitative research including interviews, surveys, and workshops.
• Support customer journey mapping, service blueprinting, and analysis of pain points.
• Help prepare presentations, reports, and deliverables for clients.
• Take part in ideation and solution design workshops.
• Support coordination of agile projects and track action items.
• Conduct benchmarking and industry research to guide service design recommendations.
• Collaborate with teams across customer experience, strategy, and technology disciplines.

Requirements

• Bachelor’s degree in Business, Design, Engineering, Marketing, or related field.
• 1–6 years of relevant experience in consulting, customer experience, service design, digital transformation, or related areas.
• Previous experience at a Big4 or major consulting firm.
• Analytical thinking and problem-solving skills.
• Structured communication abilities.
• Collaboration and teamwork skills.
• Client orientation and learning agility.
• Attention to detail.
• Basic proficiency in customer journey mapping and service blueprinting.
• Skills in research, data analysis, and presentation development using PowerPoint and Excel.
• Support for stakeholder engagement.
• Basic understanding of agile and digital product development.
• Familiarity with design thinking methodologies.
• Proficiency in Arabic and English.

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