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 and oversee qualitative and quantitative research to identify customer needs and pain points
• Develop and validate service blueprints, customer journey maps, ecosystem maps, and operating models
• Facilitate executive-level workshops, co-creation sessions, and stakeholder alignment activities
• Identify service gaps, operational inefficiencies, and innovation opportunities
• Lead the prototyping and testing of service concepts to validate assumptions
• Collaborate with business consultants, researchers, UX/UI designers, and technology teams
• Define success metrics, KPIs, and measurement frameworks
• Mentor and coach junior service designers
• Advocate for human-centered design methodologies

Requirements

• Bachelor's degree in Service Design, Human-Centered Design, Interaction Design, or 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 senior executives
• Deep understanding of design thinking and business transformation
• 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 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 client culture and practices.