Senior Service Designer - On-site Octopus RTG

Role Overview

We are looking for a talented and customer‑focused Senior Service Designer to join our Experience Design team. In this role, you will contribute to the design and optimization of end‑to‑end services that deliver meaningful customer experiences across digital and physical channels. You will work closely with researchers, strategists, designers, and business stakeholders to uncover customer insights, map service ecosystems, and develop innovative solutions that address both customer and business needs.

The ideal candidate has strong analytical and facilitation skills, a passion for human‑centered design, and experience working on complex customer experience initiatives.

• Conduct customer research and synthesize qualitative and quantitative insights to inform service design decisions.
• Create customer journey maps, service blueprints, ecosystem maps, and experience frameworks.
• Support and facilitate workshops, co‑creation sessions, and stakeholder engagement activities.
• Identify customer pain points, service gaps, and opportunities for experience improvement.
• Develop and test service concepts, prototypes, and experience solutions to validate customer desirability and usability.
• Collaborate with UX designers, researchers, business analysts, and technical teams to ensure solutions are feasible and aligned with business objectives.
• Translate research findings and service design outputs into actionable recommendations and implementation requirements.
• Support service performance measurement by defining relevant customer experience metrics and success indicators.
• Contribute to the continuous improvement of service design methodologies, tools, and practices.
• Promote human‑centered design principles within project teams and client engagements.

• Bachelor's degree in Service Design, Interaction Design, Human‑Centered Design, Design Strategy, or a related field.
• 5+ years of experience in Service Design, Customer Experience, UX, Design Strategy, or related disciplines.
• Demonstrated experience creating customer journey maps, service blueprints, and ecosystem models.
• Strong understanding of user‑centered design methodologies, customer research, and service innovation practices.
• Experience facilitating workshops and collaborating with cross‑functional teams.
• Ability to analyze customer insights and translate them into practical service improvements.
• Proficiency in service design and collaboration tools such as Miro, Figma, Smaply, or equivalent.
• Strong communication, storytelling, and presentation skills.
• Arabic language proficiency is preferred.

• Experience working on customer experience or service design projects within telecommunications or financial services.
• Familiarity with design thinking, business modeling, and operational process design.
• Experience working in consulting, digital transformation, or innovation environments.