CX Design Consultant - Government Services

About the role

Sia, a global management consulting firm, is looking for a CX Design Consultant to support the design and redesign of government services in Abu Dhabi. The role covers hands-on service understanding, identification of customer and operational pain points, facilitation of service improvement activities, and turning requirements and insights into structured future-state service designs. It suits someone with practical experience in customer experience, service design and government transformation.

Key responsibilities

• Lead and support end-to-end design and redesign of government services, from current-state assessment through future-state design and transformation planning.
• Run service discovery sessions with Service Owners and stakeholders to understand objectives, customers, policies, processes, channels, systems and pain points.
• Develop customer personas, As-Is and To-Be customer journey maps, and As-Is and To-Be service blueprints.
• Map and document end-to-end service delivery processes, including decision points, roles, systems and dependencies.
• Facilitate ideation and co-design workshops, assess improvement opportunities, prioritize them and turn them into structured action plans.
• Produce clear, structured service design documentation reflecting validated stakeholder requirements.
• Demonstrate knowledge of the Abu Dhabi government services ecosystem, the TAMM platform, the Effortless Customer Experience framework and, preferably, the CX Hub DGE portal.
• Liaise between Service Owners, business stakeholders and Technology teams, coordinate reviews and validation, track actions and present findings to working-level and senior stakeholders.

Required profile

• Experience in customer experience, service design, business process design, management consulting, government transformation or a related field.
• Strong understanding of the Abu Dhabi government services environment.
• Arabic speaking is mandatory; professional English is also required.

Required skills

• Hands-on experience designing services with established service design methodologies and tools.
• Customer personas, customer journey maps, service blueprints and service delivery process mapping.
• Familiarity with TAMM, the Effortless framework and Abu Dhabi service design standards.
• Workshop facilitation, stakeholder engagement and requirements gathering.
• Analytical problem solving, clear documentation and presentation, and managing multiple workstreams.