16094 - Service Designer

ParamInfo; Dubai; On-site; AED 250,000 - 420,000; Full time

Job summary

ParamInfo in Dubai is seeking an experienced Service Designer to lead a comprehensive review and redesign of 488 services across all business units, ensuring automation, simplification, and a customer-centric approach aligned with Dubai frameworks.

The role focuses on future-state service design, stakeholder validation, and delivering end-to-end journey maps, blueprints, and an implementation roadmap under Zero Bureaucracy directives.

Qualifications

• Expertise in Service Design, CX Enhancement, and Digital Transformation.
• Strong experience in service analysis and customer research (interviews, surveys, workshops).
• Strong experience in customer journey mapping and service blueprinting tools.

Responsibilities

• Assess all existing services and identify inefficiencies.
• Propose streamlined, automated journeys with CX enhancements.
• Deliver Future-State Service & Experience Design and implementation roadmap.
• Conduct stakeholder workshops and collect feedback to prioritize changes.
• Align recommendations with Dubai Government directives and company strategy.

Skills

Service Design

CX Enhancement

Digital Transformation

Journey Mapping

Service Blueprinting

Figma

Miro

Visio

Bizagi

Lucidchart

Dubai Services Framework

Stakeholder Engagement

Validation

Tools

Figma

Miro

Visio

Bizagi

Lucidchart

Job description

We are looking for an experienced professional to support the comprehensive review, analysis, redesign, and optimization of 488 services across all business units. The employee will ensure services are simplified, automated, and customer-centric, fully aligned with the Dubai Services Framework, Dubai Model standards, and Zero Bureaucracy directives.

Scope of Work

• Assess all existing company services.
• Identify inefficiencies, manual dependencies, and opportunities for consolidation/removal.
• Conduct service analysis using operational data, customer feedback, transaction volumes, interviews, surveys, and other relevant sources to identify improvement opportunities.
• Identify customer pain points, duplication, and opportunities for service simplification and automation.

2. Future-State Service & Experience Design

• Propose streamlined and automated journeys with minimal steps.
• Redesign services to enhance end-to-end customer experience and satisfaction.
• Recommend service bundling, proactive service delivery, and cross-department integration.
• Incorporate customer and employee insights into future-state service designs.

3. Stakeholder Engagement & Validation

• Conduct workshops with stakeholders to validate and prioritize changes.
• Collect and integrate customer and employee feedback.
• Conduct stakeholder and customer interviews, surveys, focus groups, and other research activities to identify pain points, needs, expectations, and improvement opportunities.
• Analyze qualitative and quantitative feedback and translate findings into actionable service improvement recommendations.
• Align all recommendations with company strategy and Dubai Government directives.
• Deliver before-and-after customer journeys, service blueprints, and flowcharts.
• Develop mockups/wireframes for redesigned digital experiences if required.
• Full-Service Review & Assessment Report
• Current vs. Future Journey Maps (with CX enhancements)
• Recommendations Report (automation, simplification & CX strategy)
• Digital Readiness Assessment
• Implementation Roadmap (with prioritization)
• Customer and Stakeholder Research Findings, including interview, survey, and feedback analysis

Skills & Qualifications Required

• Expertise in Service Design, Customer Experience (CX) Enhancement, and Digital Transformation.
• Strong experience in service analysis and customer research, including interviews, surveys, workshops, and feedback analysis.
• Strong experience in customer journey mapping and service blueprinting tools (Figma, Miro, Visio, Bizagi, Lucidchart, etc.).
• Knowledge of Dubai Services Framework, Dubai Model, and Zero Bureaucracy.
• Proven track record in enhancing customer journeys within government or large organizations.
• Strong facilitation and stakeholder engagement skills.
• Excellent report writing and visualization abilities.
• Minimum 6–10 years of relevant experience; prior UAE government/consulting experience is an advantage.

Required Skills

• Service Designer 6 0
• Customer Experience (CX) Enhancement 6 0
• Digital Transformation 6 0
• blueprinting tools 6 0
• Figma 6 0
• Bizagi 6 0
• Dubai Services Framework 6 0
• Digital Readiness Assessment 6 0
• Stakeholder Engagement & Validation 6 0