CX Design Consultant

SIA partners; Abu Dhabi; On-site; AED 240,000 - 480,000; Full time

Job summary

Sia Partners in Abu Dhabi seeks a CX Design Consultant to lead and support end-to-end government service design and redesign initiatives. You'll conduct discovery sessions, develop personas, journey maps and service blueprints, and translate insights into actionable future-state designs.

You'll collaborate with Service Owners, technology teams and stakeholders, facilitate workshops, and ensure deliverables reflect Abu Dhabi standards.

Qualifications

• Experience in customer experience service design and government transformation.
• Familiarity with Abu Dhabi government service ecosystem, platforms and standards.
• Arabic speaking is mandatory with professional English proficiency.

Responsibilities

• Lead end-to-end government service design and redesign initiatives.
• Conduct service understanding and discovery sessions with stakeholders.
• Develop customer personas and As-Is/To-Be journey maps and service blueprints.
• Translate insights into structured future-state service designs and action plans.
• Facilitate ideation and co-design workshops with owners and technology teams.

Skills

CX design

Government transformation

Service design methodologies

Stakeholder engagement

Workshop facilitation

Arabic language

Tools

ARIS

Job description

We are seeking a CX Design Consultant to support the design and redesign of government services in Abu Dhabi The role requires hands-on experience in understanding existing services identifying customer and operational pain points facilitating service improvement activities and translating requirements and insights into structured future-state service designs The ideal candidate will have practical experience in customer experience service design and government transformation combined with a strong understanding of the Abu Dhabi government service ecosystem its platforms frameworks and service design standards

Key Responsibilities

Government Service Design amp Redesign Lead and support the end-to-end design and redesign of government services from initial service understanding and current-state assessment through future-state design and transformation planning Conduct service understanding and discovery sessions with Service Owners and relevant stakeholders to understand service objectives customer segments policies requirements processes channels systems and existing pain points Develop customer personas representing relevant customer segments needs behaviours and pain points Develop As-Is and To-Be Customer Journey Maps capturing the end-to-end customer experience stages interactions channels touchpoints pain points and future-state improvements Develop As-Is and To-Be Service Blueprints connecting customer interactions with front-stage and back-stage activities stakeholders systems and supporting processes Map and document end-to-end service delivery processes ensuring clear representation of activities decision points roles and responsibilities systems inputs outputs dependencies and service variants Plan and facilitate ideation and co-design workshops to identify and develop service improvement opportunities with Service Owners Technology teams and other stakeholders Assess improvement opportunities across customer experience process policy technology channels communications and operating requirements Prioritize improvement opportunities based on customer impact feasibility dependencies and implementation requirements Translate findings and agreed improvements into structured service transformation action plans including actions ownership dependencies and next steps Produce clear accurate and structured service design documentation and ensure outputs reflect validated stakeholder requirements and agreed future-state designs Abu Dhabi Government Services amp Standards

Stakeholder & Project Coordination

Stakeholder amp Project Coordination Liaise and coordinate between Service Owners business stakeholders Technology teams and other relevant parties throughout the service design lifecycle Facilitate stakeholder discussions and drive alignment on service requirements improvement opportunities and future-state designs Coordinate the review and validation of service design deliverables and ensure stakeholder feedback is appropriately incorporated Track actions decisions dependencies and outstanding requirements to support timely delivery Manage multiple services and workstreams concurrently while maintaining the quality and consistency of deliverables Prepare and present service design findings recommendations and deliverables to working-level and senior stakeholders

Company Description

Experience in Customer Experience Service Design Business Process Design Management Consulting Government Transformation or a related field Hands-on experience designing or redesigning services using established service design methodologies and tools Strong practical capability in developing customer personas customer journey maps service blueprints and service delivery processes Strong understanding of the Abu Dhabi government services environment Familiarity with TAMM the Effortless framework and Abu Dhabi government service design principles and standards Strong workshop facilitation stakeholder engagement and requirements-gathering capabilities Strong analytical and problem-solving skills with the ability to translate findings into practical service improvements Ability to produce clear structured and high-quality documentation and presentations Ability to coordinate across multiple stakeholders and manage multiple services or workstreams simultaneously Arabic speaking is mandatory with professional proficiency in English also required Preferred Experience Hands-on experience with ARIS business process modelling tool