The Service Designer is responsible for improving customer experience and service delivery by analyzing existing services, designing customer journeys, and collaborating with various teams to align business, user, and technical requirements.
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Key Responsibilities
- Analyze existing services and identify opportunities to improve customer experience and service delivery.
- Design customer journeys (As-Is & To-Be) to enhance user experience and operational efficiency.
- Collaborate with Business Analysts, UX/UI Designers, and Technical teams to align business, user, and technical requirements.
- Develop service design artifacts such as Customer Journey Maps, Service Blueprints, User Personas, Process Flows, and Service Catalogs.
- Identify pain points and recommend improvements to simplify processes and enhance customer satisfaction.
- Ensure consistency across digital service channels and support the implementation of customer-centric solutions.
- Participate in workshops, stakeholder meetings, and design review sessions to support project delivery.
Requirements
- Conduct workshops and working sessions with key stakeholders to gather insights and understand current service delivery models.
- Analyze existing services and identify gaps, inefficiencies, and improvement opportunities.
- Map current state (As-Is) customer journeys across all relevant services.
- Design future state (To-Be) customer journeys with a focus on improving user experience and operational efficiency.
- Identify and address pain points, delays, redundancies, and service gaps.
- Ensure consistency and standardization of services across all channels (web, mobile, backend).
- Collaborate closely with Business Analysts and UX/UI teams to align business requirements with user experience design and technical architecture.
- Simplify service processes by reducing unnecessary steps and removing friction points.
- Develop and maintain comprehensive service design deliverables, including Customer Journey Maps, Service Blueprints, User Personas, and more.
- Provide actionable recommendations for service optimization and transformation.
Expected Outcome
- Improved and standardized services
- Enhanced customer experience and satisfaction
- Optimized service delivery processes
- Clear alignment between business, design, and technology
Location
Dubai, United Arab Emirates
