Service Designer

About the Job

We're looking for a talented Service Designer to join our team. In this role, you'll be responsible for analyzing and enhancing business processes and service touchpoints, across both digital and physical channels.

You'll work closely with clients and internal teams to deeply understand user needs, map current journeys, identify pain points, and design service solutions that are not only efficient but also human-centered. Your work will shape seamless experiences that deliver measurable value

What You'll Do

• Analyze existing business processes to spot inefficiencies and areas for improvement
• Map end-to-end customer journeys across both physical and digital touchpoints
• Identify user needs, pain points, and key opportunities to improve the overall experience
• Create journey maps, empathy maps, and service blueprints to visualize and communicate findings
• Facilitate collaborative workshops to align internal and client teams around journey insights
• Map current-state (as-is) and future-state (to-be) service processes for internal and client-facing operations
• Translate complex business workflows into clear, visual process diagrams using tools like Lucidchart or Visio
• Collaborate with cross-functional teams to validate process flows and identify improvement opportunities
• Document and present both journeys and processes in a format that supports service innovation and delivery

Requirements

• Hands-on experience with digital service design tools and methodologies
• Strong analytical thinking and problem-solving abilities
• Proven ability to map end-to-end customer journeys across digital and physical channels
• Experience uncovering user needs, pain points, and opportunities for service improvement
• Experience facilitating workshops with clients and internal teams to align on journey insights and service improvements
• Skill in creating visual assets like journey maps, empathy maps, and service blueprints to align teams
• A solid understanding of business operations and service delivery workflows
• Experience mapping both current-state (as-is) and future-state (to-be) processes
• Ability to simplify complex systems into clear, actionable visuals
• Proficiency in tools like Lucidchart, Microsoft Visio, or similar for process documentation
• Excellent communication and interpersonal skills (Arabic speaking is a plus)
• A collaborative mindset and ability to work effectively in a team setting
• Strong organizational skills and attention to detail
• The ability to manage multiple priorities and shifting timelines
• At least 4 years of hands-on experience in service design
• Willingness to work on-site when required
• Flexibility to adapt to changing project needs and client environments