Senior Analyst: Service Design & Customer Experience

Hnwconsultancy; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

HNW Research and Management Consultancy in Abu Dhabi is seeking a Senior Analyst to craft human-centered experiences by researching, designing, and optimizing end-to-end service journeys. You will collaborate with cross-functional teams to drive value and innovation across initiatives.

The role emphasizes design thinking, prototyping, and stakeholder storytelling, with a focus on delivering insights through data-driven presentations and visuals.

Qualifications

• Bachelor’s in industrial engineering or design management; Master’s in Engineering Systems Management or related field.
• 2+ years in consultancy, service design, strategy development, or related role.
• Proficiency in design thinking methodologies and applying them to real-world challenges.
• Excellent communication and presentation skills.
• Advanced Excel for data management and analysis.

Responsibilities

• Conduct in-depth user research to gain insights into user needs and pain points using various methods (qualitative and quantitative).
• Design and facilitate interactive workshops using design thinking principles to foster collaboration and generate solutions.
• Develop comprehensive customer journey maps and process flows to visualize interactions and identify improvement areas.
• Create and iterate prototypes, conduct user testing, and integrate feedback to improve service designs.
• Collaborate with product, engineering, and business units to ensure alignment and seamless execution of service initiatives.
• Develop and deliver presentations with storytelling and data visualization to communicate insights and strategies.

Skills

Design thinking

User research

Prototyping

Stakeholder communication

Workshop facilitation

Service design

Education

Bachelor’s in Industrial Engineering

Master’s in Engineering Systems Management

Tools

Excel

Data visualization tools

Job description

HNW Research and Management Consultancy in Abu Dhabi is seeking a Senior Analyst to craft human-centered experiences by researching, designing, and optimizing end-to-end service journeys. You will collaborate with cross-functional teams to drive value and innovation across initiatives.

The role emphasizes design thinking, prototyping, and stakeholder storytelling, with a focus on delivering insights through data-driven presentations and visuals.