- Location
- Cairo - ETIC, Egypt
- Type
- Full-time
- Department
- Design
- Seniority
- Manager
- Experience
- 8+ years
- Clearance
- Not required
- Source
- Workday
Description
Line of Service
AdvisoryIndustry/Sector
TechnologySpecialism
Advisory - OtherManagement Level
ManagerJob Description & Summary
We are seeking a Service Design - Manager to participate in the service design and transformation of end-to-end services that deliver exceptional customer experiences and measurable business value.In this role, you will work across business, product, and technology teams to orchestrate people, processes, and systems, ensuring seamless and user-centric service experiences across all touchpoints.
Responsibilities:
Lead end-to-end service design initiatives, from discovery through to delivery and optimization
Define service strategies that align with customer needs and business objectives
Conduct service assessments to identify gaps, inefficiencies, and opportunities for improvement
Develop service blueprints, journey maps, and operating models to guide transformation efforts
Design and optimize user journeys to enhance usability, engagement, and adoption
Collaborate with cross-functional teams (business, product, engineering) to ensure alignment and execution
Facilitate workshops and co-creation sessions with stakeholders to drive alignment and decision-making
Define and track service performance metrics (KPIs/OKRs) to measure impact and success
Mentor and guide junior service designers, fostering service design capability within the team
Qualifications:
Bachelor’s degree in design, Human-Computer Interaction, or a related field, or equivalent experience.
8+ years of experience in service design, UX design, product Management and Product design, or consulting
Proven experience delivering end-to-end service design or transformation projects
Strong expertise in:
Customer journey mapping
Service blueprinting
Experience design and usability
Experience working within cross-functional, agile teams
Strong stakeholder management and communication skills
Preferred Qualifications:
Experience in consulting or large-scale digital transformation programs
Familiarity with service strategy, operating models, and business design
Exposure to multiple industries (e.g., banking, telecom, public sector)
Key Skills:
Service Design & Systems Thinking
Customer Experience & Journey Design
Strategic Thinking & Problem Solving
Stakeholder Engagement & Facilitation
Data-driven Decision Making
Leadership and Team Development
What Success Looks Like:
Delivery of seamless, value-driven services that improve customer satisfaction and adoption
Clear and actionable service designs and transformation roadmaps
Strong alignment between business goals and customer experience
Measurable improvements in efficiency, performance, and value realization
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)
Required Skills
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Business Case Development, Business Process Modeling, Coaching and Feedback, Communication, Competitive Analysis, Creativity, Customer Needs Analysis, Customer Relationship Management, Customer Satisfaction, Digitization, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, Learning Agility, Marketing Management, Market Research, Market Trends, Operationalization {+ 22 more}Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship?
NoGovernment Clearance Required?
NoJob Posting End Date
