Government CX Design Lead – Service Transformation

Sia; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Sia in Abu Dhabi is 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, and translating insights into structured future-state service designs.

The ideal candidate will have practical experience in customer experience, service design, and government transformation, with familiarity of the Abu Dhabi government service

Qualifications

• Experience in Customer Experience, Service Design, Business Process Design, Management Consulting, Government Transformation or a related field.
• Hands-on service design experience and ability to develop customer personas, journey maps and service blueprints.
• Familiarity with Abu Dhabi government services ecosystem and relevant standards and platforms (TAMM, Effortless Customer Experience).

Responsibilities

• Lead end-to-end design and redesign of government services from initial understanding to future-state design and transformation planning.
• Conduct discovery sessions with Service Owners and stakeholders to define objectives, customer segments, policies and pain points.
• Develop customer personas representing segments, needs and behaviors.
• Create As-Is and To-Be Customer Journey Maps covering end-to-end experiences and touchpoints.
• Develop As-Is and To-Be Service Blueprints linking interactions to front- and back-stage activities.
• Map end-to-end service delivery processes with roles, inputs/outputs, and dependencies.
• Plan and facilitate ideation and co-design workshops with stakeholders.
• Assess and prioritize improvement opportunities across CX, processes, policy, technology and channels.
• Translate findings into structured service transformation action plans with owners and dependencies.

Skills

Customer Experience

Service Design

Business Process Design

Management Consulting

Government Transformation

Workshop Facilitation

Stakeholder Engagement

Requirements Gathering

Documentation

Tools

ARIS

Job description

Sia in Abu Dhabi is 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, and translating insights into structured future-state service designs.

The ideal candidate will have practical experience in customer experience, service design, and government transformation, with familiarity of the Abu Dhabi government service