JOB SUMMARY
The Service Design Consultant supports the Customer Solutions practice in delivering customer and citizen experience transformation projects across sectors such as government, financial services, energy, and telecom. The role focuses on contributing to service design initiatives, research activities, journey mapping, and project delivery under the guidance of senior consultants. The consultant assists in translating user insights into practical service improvements while building foundational consulting and design capabilities.
DUTIES & RESPONSIBILITIES
• Support qualitative and quantitative research activities (interviews, surveys, workshops).
• Assist in customer journey mapping, service blueprinting, and pain-point analysis.
• Contribute to the development of presentations, reports, and client deliverables.
• Participate in ideation sessions and solution design workshops.
• Support agile project coordination and tracking of action items.
• Conduct benchmarking and industry research to inform service design recommendations.
• Collaborate with multidisciplinary teams across CX, strategy, and technology.
MINIMUM REQUIRED QUALIFICATIONS, EXPERIENCE, COMPETENICES & SKILLS
QUALIFICATIONS
• Bachelor’s degree in business, Design, Engineering, Marketing, or a related field. Relevant certifications in service design, customer experience, or agile methodologies are a plus.
YEARS OF EXPEREINCE
• 1 – 3 years of relevant experience in consulting, customer experience, service design, digital transformation, or related fields.
• must have a prior experience on a big4 offshore hub
COMPETENCIES
• Analytical thinking and problem-solving
• Structured communication
• Collaboration and teamwork
• Client orientation
• Learning agility
• Attention to detail
SKILLS
• Customer journey mapping and service blueprinting (basic proficiency)
• Research and data analysis
• Presentation development (PowerPoint/Excel)
• Stakeholder engagement support
• Basic understanding of agile and digital product development
• Familiarity with design thinking methodologies
• Arabic and English
