Service Designer

Salt Digital Recruitment; Dubai; On-site; AED 279,000 - 390,600; Full time

Job summary

Salt Digital Recruitment is seeking a professional to shape and drive the strategic service design agenda across customer journeys in Dubai. The role involves defining service experiences aligned with the organization’s vision and collaborating with various stakeholders to ensure operational sustainability.

The ideal candidate will lead strategic initiatives to improve service frameworks, engage executive stakeholders, and drive transformation planning. Proven experience in service design, analytical skills, and the ability to work with cross-functional teams are essential for this position.

Qualifications

• Proven experience in service design and strategic planning.
• Ability to partner with cross-functional teams effectively.
• Strong analytical skills to identify and address systemic pain points.

Responsibilities

• Lead the definition of service design frameworks and standards.
• Partner with cross-functional teams to embed service design.
• Oversee end-to-end journey mapping to identify pain points.
• Guide validation of service models and establish governance mechanisms.
• Synthesize research and insights into recommendations for stakeholders.
• Drive continuous improvement to ensure service design remains competitive.
• Provide oversight across multiple service initiatives.

Job description

Job Purpose

Responsible for shaping and driving the strategic service design agenda across priority customer journeys and value streams. This role focuses on defining target‑state service experiences aligned to the organisation's long‑term vision, informed by external benchmarking, industry best practices, and emerging market trends. The role partners with senior stakeholders across product, business, technology, operations, and risk to translate strategic objectives into cohesive service frameworks, journey principles, and experience standards that differentiate the organisation in the market. It leads the identification of systemic pain points, capability gaps, and transformation opportunities, ensuring services are scalable, compliant, and operationally sustainable.

Job Responsibilities

1. Service Strategy & Experience Frameworks – Lead the definition and evolution of strategic service design frameworks, principles, and standards aligned to the organisation's long‑term vision. Ensure target‑state experiences are informed by external benchmarking, competitive analysis, and industry best practices, balancing customer ambition with commercial and operational objectives.
2. Cross‑Functional Strategic Alignment – Partner with Product, Business, Technology, Operations, Data, and Risk teams to embed service design into strategic planning and transformation initiatives. Ensure alignment between experience ambition, enterprise capabilities, and delivery roadmaps.
3. Enterprise Journey Architecture & Insight – Oversee end‑to‑end journey mapping at a systemic level, identifying structural pain points, capability gaps, and value creation opportunities across front‑stage and back‑stage layers. Translate insights into prioritised transformation initiatives.
4. Concept Validation & Experience Governance – Guide validation of target‑state service models through structured evaluation methods, ensuring solutions are scalable, compliant, and operationally sustainable. Establish governance mechanisms that maintain experience consistency across initiatives.
5. Executive Stakeholder Engagement – Synthesize research, benchmarking insights, and journey analysis into strategic recommendations for senior stakeholders. Influence decision‑making by articulating trade‑offs, investment priorities, and long‑term experience outcomes.
6. Continuous Service Evolution – Drive a culture of continuous improvement by monitoring performance indicators, market trends, and customer expectations. Ensure service design remains competitive, differentiated, and aligned to evolving strategic priorities.
7. Transformation Planning & Oversight – Provide oversight across multiple service initiatives, ensuring sequencing, dependencies, and milestones align with broader enterprise transformation objectives and strategic outcomes.

Salt is acting as an Employment Business in relation to this vacancy.