[UAE] CX Design Consultant at Sia

The role

The CX Design Consultant leads the end-to-end design and redesign of government services within the Abu Dhabi ecosystem. This role focuses on identifying customer pain points and translating insights into structured future-state service designs and transformation plans.

What you'll do

• Lead the end-to-end design and redesign of government services from discovery to transformation planning
• Develop customer personas and journey maps to capture interactions and identify improvement areas
• Create service blueprints connecting customer touchpoints with back-stage activities and systems
• Map end-to-end service delivery processes including roles and technical dependencies
• Facilitate ideation and co-design workshops with service owners and technology teams
• Ensure all service designs align with Abu Dhabi government standards and the TAMM platform

What you'll bring

• Professional experience in customer experience service design or government transformation
• Mandatory proficiency in both Arabic and English languages
• Hands-on capability in developing journey maps and service blueprints
• Strong understanding of the Abu Dhabi government service ecosystem and platforms
• Proven ability to facilitate stakeholder workshops and manage complex requirements

Your impact

You will play a critical role in modernizing public services by streamlining government operations and enhancing the citizen experience. Your contributions will directly influence the effectiveness of the Abu Dhabi government service ecosystem through the implementation of the Effortless Customer Experience framework.