Senior Manager – Service Design

About the role

Dubai Airports is seeking a Senior Manager to lead Service Design initiatives that translate strategy into award‑winning airport experiences. The role sits within the Human Resource Development group and works closely with research, program management and corporate planning teams.

Key responsibilities

• Evaluate enterprise‑wide challenges, operational changes and strategic priorities to assess their long‑term impact on service delivery.
• Direct the discovery of customer needs and pain points using advanced research methodologies.
• Lead strategic collaboration with internal and external stakeholders to design user‑centric, end‑to‑end workflows and operating models aligned with industry best practices.
• Oversee the development of high‑impact project proposals that translate service design insights into persuasive, research‑backed recommendations.
• Partner with the Head of Service Design to shape data and information presentation strategies that support informed decision‑making.

Required profile

• Bachelor’s degree in Service Design or a related specialty, with 7–10 years of relevant service‑design experience and 10–12 years of overall professional experience.
• Knowledge of service design strategy, research, prototyping and implementation within a broader service‑design environment.
• Extensive experience with Adobe Creative Suite and other related design software.
• Strong ability to create and visualise journey maps, service ideation, interaction designs and specifications.

Required skills

• Adobe Creative Suite

What we offer

• Fast‑moving, 24/7 airport environment that encourages innovation.
• Opportunities to shape advanced, future‑focused airport experiences.
• A supportive culture that promotes personal and professional growth.