Chief Specialist – Service Design

About the role

The Knowledge & Human Development Authority is seeking a strategic, customer‑focused professional to lead service design and transformation across Dubai’s education ecosystem. You will design, improve and implement human‑centred services that align customer needs, operational requirements and technology solutions.

Key responsibilities

• Lead end‑to‑end service design initiatives, from discovery and research through implementation and continuous improvement.
• Conduct customer research, journey mapping, service blueprinting, prototyping and testing to translate insights into practical solutions.
• Drive service transformation projects that enhance experience, efficiency and effectiveness, creating roadmaps, defining ownership and monitoring outcomes.
• Facilitate cross‑functional workshops, design sprints and stakeholder engagements to build alignment and influence senior leadership.
• Identify emerging trends and innovate service delivery using design thinking, Lean Six Sigma and Agile methodologies.

Required profile

• Bachelor’s degree in Industrial Engineering, Business Administration, Service Design, Innovation Management or related field.
• 7–10 years of experience in service design, business transformation, customer experience or process improvement.
• Proven track record of delivering measurable improvements and leading senior‑level stakeholder engagements.

Required skills

• Project Management
• Customer Experience
• Business Process Improvement
• Human‑Centred Design
• Design Thinking
• Business Analysis
• Lean Six Sigma
• Agile
• Service Design