Manager - Service Design

Transguard Workforce Solutions is the UAE’s leading provider of unique and innovative HR solutions. With a decade of experience in the region and a team that possesses extensive knowledge of the market, we provide a fully integrated HR solution.

We are currently recruiting for a Manager Service Design for our client to be based out of their Dubai office.

Job Purpose:

We are looking for a candidate who have a strong understanding of service design to work within an interdisciplinary design team to plan, visualise and define new user and service experiences, relying on a wide range of skills, from research design to experience and service design. The candidate should know design research techniques and service design methodologies to mold the experience, services, systems, and brands that the end-users live through products alongside clients and project stakeholders. The applicant shall work both individually using their own initiative, and as part of a team environment – collaborating with other members of the design team and project management to drive new and existing service offerings of a project through from concept to on site completion.

Responsibilities:

• Study corporate challenges, developments, and operations from a broad perspective, and discuss their broader ramifications and long-term outcomes.

• Understand and concisely explain how airport services must evolve from a human-centered, user experience, technology, and business standpoint.

• Create future product and service concepts that inspire customers and meet their evolving needs. • Work with research and qualitative insight to design solutions and strategic propositions in cooperation with stakeholders, airline partners and business units.

• Develop and articulating imminent concepts and experience roadmaps that envisage how passengers will interact with products and services.

• Identify ways for business to optimize operating resources and improve outcomes through re-designing user experiences, business processes, and technological collaboration.

• Provide service design expertise to projects that result in real value and better outcomes. This will include leading service design activities and developing service design products such as ethnographic/user research, user journey maps, cognitions, personas and experiences, service blueprints, future state maps, and service solutions, as well as prototyping, testing, and iteration.

• Discover customer demands and pain points using design research methodologies.

• Provide strong research capabilities and analytical thinking to effectively challenge existing practice, norms and thinking.

• Analyze research data to identify and generate useful insights and patterns of user behavior.

• In collaboration with the team, plan and coordinate creative independent research (research method, anthropological based user study, secondary research, UX research)

• Manage service design deliverables such as solution concepts, blueprints, and other design artifacts within a project.

• Design service-oriented pilots to identify and address key experience and performance indicators as well as operational constraints.

Skills Required:

• Minimum 5+ years of professional experience in the field of service design that includes multiple touchpoints.

• Experience from Non-IT Industry is preferred.

• Strong experience in UX Researching and UI Designing.

• An excellent portfolio exhibiting a thorough understanding of the end-to-end design process as well as the use of user-centered design methodologies.

• Knowledge of areas of expertise within the broader design environment, such as design research, design strategy, and prototyping; readiness to widen individual's skill set into adjacent specialties

• Demonstrate strong competency in audience interaction while presenting design concepts to stakeholders.

• Demonstrated designs and understanding with previously introduced services that were put into practice in the reality.

• Proficiency in leading workshops and organizing design sprints in collaboration with stakeholders.

• Extensive Adobe Creative Suite and other related design software experience.