Service Design Team Lead – End-to-End CX & Coaching

Robusta Technology Group (Octopus by RTG); Abu Dhabi; Presencial; AED 260.000 - 380.000; Jornada completa

Descripción de la vacante

Robusta Technology Group (Octopus by RTG) is seeking a senior Service Design leader to establish standards across physical, digital, and assisted-service channels. You will drive end-to-end journey improvements for energy and mobility services, including fuel and EV charging, while coaching a dedicated Service Design team.

You will plan ideation sessions with stakeholders, build persona-driven journey methods, and translate insights into frontline processes with training.

Formación

• 7+ years of experience in Service Design, CX, or Experience Design.
• Proven experience leading service design or CX transformation initiatives.
• Strong ability to design end-to-end journeys across multiple channels.
• Demonstrated experience facilitating ideation and stakeholder workshops.
• Strong understanding of journey mapping and service blueprints.
• Previous experience in a team lead or managerial capacity.
• Strong stakeholder management skills.
• Experience translating service design concepts into frontline processes and training; onsite work.

Responsabilidades

• Own and establish service experience design standards across physical, digital, and assisted-service channels.
• Lead the redesign of energy and mobility services including fuel, EV charging, LPG, car wash, and VIP services.
• Plan and facilitate structured ideation and co-design workshops with stakeholders.
• Establish a persona-anchored journey design methodology.
• Identify customer pain points and service improvements across end-to-end journeys.
• Build, lead, coach, and develop a Service Design team.
• Represent Service Design in cross-functional delivery and governance reviews.
• Partner with Quality & Training and Call & Service Center teams to ensure standards translate into frontline processes.
• Develop service blueprints, customer journey maps, personas, and experience principles.

Conocimientos

Service design

CX

Stakeholder workshops

Journey mapping

Service blueprints

Team leadership

Frontline processes

Descripción del empleo

Robusta Technology Group (Octopus by RTG) is seeking a senior Service Design leader to establish standards across physical, digital, and assisted-service channels. You will drive end-to-end journey improvements for energy and mobility services, including fuel and EV charging, while coaching a dedicated Service Design team.

You will plan ideation sessions with stakeholders, build persona-driven journey methods, and translate insights into frontline processes with training.