UAE CX Design Consultant

Job Description:

Consulting

Sia is a specialist Management Consulting firm born in Paris, France in 1999 and has grown into a global firm with over 3,000 employees and annual revenue exceeding $500m. Our culture is strongly oriented towards high-quality expertise and delivering excellent results and outcomes for our clients, which include a wide range of multinational companies. Testament to its success, Sia has shown double-digit growth every year since inception.

Sia is a pioneer of Consulting 4.0, putting us at the forefront of the technology revolution, deploying augmented Consultants capable of leveraging emerging digital technology to enhance and improve their cognitive reasoning, analysis and planning. Supported by Augmented & Artificial Intelligence, Automation and Data Science we empower our clients to make the right decisions at the right time for the right reasons.

With our consultants representing 41 different nationalities, we are a highly diverse team spread across 48 offices in 19countries. However, using innovative technologies such as our own in-house apps, social networks, and digital tools, we provide a truly integrated global service.

Sia is an equal opportunities employer, committed to diversity, inclusion, and employee well-being. Our diversity and inclusion networks (local and global) contribute to a pipeline of initiatives to enhance employee quality of life and foster a caring environment to work in.

Employees are encouraged to contribute to these initiatives and drive positive change in the organisation across 5 pillars:

Women@Sia, Multi-Ethnic, Well-being, and Environment.

In the Middle East, Sia provides expert advisory services on strategy & execution, innovation, operational performance & cost reduction, cyber & data security, efficient organisation, transformation & change management, HR performance, and IT performance. In addition to these services, Sia Institute, Sia Partners' world-class international training arm, provides a wide range of learning programs and workshops with modules successfully delivered across various locations and sectors, particularly in the Middle East.

Excellence | Entrepreneurship | Innovation | Teamwork | Care & Support | Employee Wellbeing

These are the six core values that guide all our actions. As an expression of our values, our Sia Village concept describes our commitment to fostering a sense of community within and among our offices. We believe that knowledge sharing is the key, not only to innovation, but to the growth and development of our people.

We are seeking a CX Design Consultant to support the design and redesign of government services in Abu Dhabi. The role requires hands-on experience in understanding existing services, identifying customer and operational pain points, facilitating service improvement activities, and translating requirements and insights into structured future-state service designs.

The ideal candidate will have practical experience in customer experience, service design and government transformation, combined with a strong understanding of the Abu Dhabi government service ecosystem, its platforms, frameworks and service design standards.

• Lead and support the end-to-end design and redesign of government services, from initial service understanding and current-state assessment through future-state design and transformation planning.
• Conduct service understanding and discovery sessions with Service Owners and relevant stakeholders to understand service objectives, customer segments, policies, requirements, processes, channels, systems and existing pain points.
• Develop customer personas representing relevant customer segments, needs, behaviours and pain points.
• Develop As-Is and To-Be Customer Journey Maps, capturing the end-to-end customer experience, stages, interactions, channels, touchpoints, pain points and future-state improvements.
• Develop As-Is and To-Be Service Blueprints, connecting customer interactions with front-stage and back-stage activities, stakeholders, systems and supporting processes.
• Map and document end-to-end service delivery processes, ensuring clear representation of activities, decision points, roles and responsibilities, systems, inputs/outputs, dependencies and service variants.
• Plan and facilitate ideation and co-design workshops to identify and develop service improvement opportunities with Service…