Abu Dhabi Government CX Design Consultant

Sia; Abu Dhabi; On-site; AED 180,000 - 360,000; Full time

Job summary

Sia in Abu Dhabi is seeking a CX Design Consultant to support the design and redesign of government services. You will analyze current services, identify pain points, and translate insights into structured future-state service designs.

The role requires hands-on experience in customer experience, service design and government transformation, with strong knowledge of Abu Dhabi's service ecosystem, TAMM platform, and service design standards.

Qualifications

• Experience in Customer Experience Service Design, Business Process Design or Government Transformation.
• Hands-on experience designing or redesigning services using service design methodologies.
• Strong capability in developing customer personas, journeys, and service blueprints.
• Strong understanding of Abu Dhabi government services environment and TAMM platform.

Responsibilities

• Government Service Design & Redesign from understanding to future-state design and transformation planning.
• Lead end-to-end design and redesign of government services with stakeholders.
• Conduct discovery sessions to understand objectives, customers, policies and processes.
• Develop customer personas representing segments, needs and pain points.
• Create As-Is and To-Be Customer Journey Maps across touchpoints and channels.
• Create As-Is and To-Be Service Blueprints linking interactions with front-stage and back-stage activities.
• Document end-to-end service delivery processes with roles, systems and dependencies.
• Plan and facilitate ideation and co-design workshops with Service Owners and Tech teams.
• Assess improvements across CX, processes, policy, technology and channels.
• Prioritize improvements based on impact and feasibility.
• Translate findings into structured transformation action plans with ownership and steps.
• Produce service design documentation aligned with stakeholder requirements.

Skills

CX design

Workshop facilitation

Stakeholder engagement

Analytical thinking

Documentation

Tools

ARIS

Job description

Sia in Abu Dhabi is seeking a CX Design Consultant to support the design and redesign of government services. You will analyze current services, identify pain points, and translate insights into structured future-state service designs.

The role requires hands-on experience in customer experience, service design and government transformation, with strong knowledge of Abu Dhabi's service ecosystem, TAMM platform, and service design standards.