CX & Service Design Lead

Dicetek LLC; Abu Dhabi; On-site; AED 350,000 - 600,000; Full time

Job summary

Dicetek LLC in Abu Dhabi seeks an experienced Service Design Lead to own end-to-end guest journeys across digital, physical, and assisted service touchpoints. You will drive current-state and future-state experience design, and facilitate discovery workshops with business stakeholders, operations teams, and technology partners.

Translate journey and service design outputs into: user stories, experience requirements, MVP definitions, and pilot recommendations; ensure solutions align with guest

Qualifications

• Experience leading end-to-end service design for multi-channel journeys.
• Ability to translate business problems into service concepts and requirements.
• Proven capability to facilitate workshops with diverse stakeholders.

Responsibilities

• Own and deliver end-to-end guest journeys across digital, physical, and assisted service touchpoints.
• Lead current-state and future-state experience design activities.
• Facilitate discovery workshops with business stakeholders, operations teams, and technology partners.
• Define experience intent, moments that matter, and guest outcomes.
• Produce: Customer Journey Maps, Service Blueprints (frontstage and backstage), Ecosystem Maps, Stakeholder Maps, Opportunity Assessments, Future-State Service Concepts.
• Translate experience concepts into operationally viable service models; define frontstage/backstage processes and roles.
• Document requirements with User stories, Experience requirements, Functional concepts, MVP definitions, and pilot recommendations.
• Develop executive-level materials including experience narratives, journey visualisations, service blueprints, and decision packs.

Skills

Service Design

Customer Experience (CX)

Design Thinking

Human-Centred Design

Multi-channel Journey Design

Job description

Dicetek LLC in Abu Dhabi seeks an experienced Service Design Lead to own end-to-end guest journeys across digital, physical, and assisted service touchpoints. You will drive current-state and future-state experience design, and facilitate discovery workshops with business stakeholders, operations teams, and technology partners.

Translate journey and service design outputs into: user stories, experience requirements, MVP definitions, and pilot recommendations; ensure solutions align with guest