CX Design Consultant

About the role

Sia is seeking a CX Design Consultant to lead the design and redesign of government services in Abu Dhabi. The role involves understanding existing services, identifying pain points, and translating insights into future‑state designs.

Key responsibilities

• Lead end‑to‑end service design and redesign, from current‑state assessment to transformation planning.
• Conduct discovery sessions with service owners and stakeholders to capture objectives, policies, processes and pain points.
• Develop customer personas, As‑Is and To‑Be journey maps, and service blueprints.
• Map and document end‑to‑end service delivery processes, including roles, systems and dependencies.
• Facilitate ideation and co‑design workshops to generate improvement opportunities.
• Prioritise improvements based on impact, feasibility and dependencies, and produce structured transformation action plans.

Required profile

• Hands‑on experience in customer experience, service design or government transformation.
• Strong understanding of the Abu Dhabi government services ecosystem, including the TAMM platform and Effortless Customer Experience framework.
• Arabic speaking (mandatory) and professional proficiency in English.
• Proven ability to facilitate workshops, engage stakeholders and manage multiple workstreams.

Required skills

• Proficiency with ARIS business process modelling tool.
• Experience creating customer personas, journey maps and service blueprints.
• Familiarity with TAMM, CX Hub and Abu Dhabi service design standards.