Service Design Manager

Responsibilities

• Lead and manage service design engagements across multiple client projects and industries
• Define and drive service design strategies that align customer needs with business objectives
• Conduct qualitative and quantitative research to identify customer needs, pain points, and opportunities
• Develop and validate service blueprints, customer journey maps, ecosystem maps, and operating models
• Facilitate executive-level workshops, co-creation sessions, and stakeholder alignment activities
• Lead the prototyping and testing of service concepts to validate assumptions and optimize experiences
• Collaborate with UX/UI designers, researchers, and technology teams to ensure successful implementation
• Mentor and coach junior service designers to build internal capability and best practices

Requirements

• Bachelor's degree in Service Design, Human-Centered Design, Interaction Design, or a related field
• 7+ years of experience in Service Design, Customer Experience (CX), or Design Strategy
• Proven track record of leading complex service design programs within large organizations
• Extensive experience developing service blueprints, journey maps, and ecosystem maps
• Strong stakeholder management and facilitation skills with experience engaging senior executives
• Proficiency in tools such as Miro, Figma, or Smaply
• Excellent communication, storytelling, and presentation skills
• Arabic language proficiency is preferred

Preferred Qualifications

• Experience working with clients in the telecommunications or financial services sectors
• Experience managing teams or leading service design capability development
• Familiarity with business process design and organizational transformation initiatives

About the Company

Octopus by RTG is part of the Robusta Technology Group (RTG), a leading tech group with a decade of experience delivering over 300 projects globally. Octopus specializes in rapidly assembling remote and onsite global tech teams that are fully aligned with the culture and practices of their clients, creating tailored hub solutions that connect companies with top talent.