Manager - Performance Improvement - Customer

Job description / Role

EY-Seren Dubai is our hub studio for the MENA region. We work with high-profile accounts on digital transformation, using a customer/user centric approach to design. We do this by working in close collaboration with the wider consulting teams of EY, who enable our service design work to become operational and implemented.

Our clients across the region have started to get a taste for what design-thinking practitioners can do and they like it. In fact, our colleagues in EY have developed a taste too and are screaming out for more talent in our region. In response, we want to hear from creative talents who have moved from a specialist design focus into the wider lens of Service Design.

What we’re looking for

We need more Service Designers to join us in MENA.

We are building depth and breadth in the team, so whether you are in your junior years as a service designer or have built up a few years of professional experience, we want to hear from you. We have the following openings in our MENA team:

• Seniors / Design Consultants (2+ years in specialist design, 1+ in Service Design)
• Managers / Principal Design Consultants (3+ years in specialist design, 2+ in Service Design)
• Senior Managers / Practice Leaders (3+ years in specialist design plus 3+ in Service Design)

What to expect from the role
• Work across different sectors (specifically government/public sector, financial services, healthcare, retail, telco and energy)
• Work in different markets (primarily UAE, but also Saudi Arabia, Qatar, Kuwait, India and Africa)
• Lead multi-multi-disciplinary consulting projects with a robust design-led approach and methodology.
• Create, own and advocate design deliverables that bring to life the insight and actions of our work.
• Facilitate interactive design-thinking workshops with senior client stakeholders, customers and collaboration partners.
• Introduce and increase service design and co-creation methods into projects and opportunities.
• Own the customer experience through the creation and usage of persons, journey maps, service blueprints and touch-point design.
• Produce and deliver beautiful and engaging presentations that differentiate from traditional consultants.
• Scope and estimate work; leading the development of proposals and pitches.
• Author and publish thought-leadership on design and innovation; specifically for the MENA market.
• Mentor, train and inspire others - in our team, the wider EY firm, our client network and regional design industry.
• Be an active ambassador for the EY-Seren brand in the MENA market; by delivering high quality service design in the market.

Requirements

We recognise that talent exists outside of fixed boundaries, so if you have not worked specifically in Service Design, but have been developing the skills and experience to make the transition from your core specialism(s), you should still consider applying. Specifically, we are interested to hear from designers with the following backgrounds and portfolios:

• User & Digital Experience Design
• Spatial, Environmental and Architectural Design
• Motion Graphics, Advertising and Communication Design
• Customer Experience Design and Analytics

Our team is a highly productive consulting practice and therefore very hands-on and practical in design output. As with all HCD based roles, we’d expect you to have experience and knowledge of primary research methods and design-thinking, but at this time we are not looking for pure researchers only.

Specialist design refers to a focused area of design that you may have studied and worked in; such as industrial/product design, graphic design, UX, etc). Service Design experience will need to demonstrated by a multidisciplinary skill set, project focus and consulting background.

What we have to offer:
• Inspiration. Our design studio in Dubai overlooks key landmarks such DIFC, Burj Khalifa, Burj al Arab and the coastline of Dubai.
• Opportunity. Work with major league clients in the public and private sector on their transformational programmes.
• Challenge. Step up to add value in the most progressive and innovative emerging markets.
• Exposure. Showcase your talent in a fast growing design industry.
• Travel. Project delivery and business development across the GCC, MENA, India and Africa.
• Reward. Comprehensive package and benefits of a Big 4 consultancy.
• Fun. A social, friendly and creative studio team, plus very welcoming and helpful colleagues throughout the EY MENA offices.

About the Company

EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. Information about how EY collects and uses personal data and a description of the rights individuals have under data protection legislation are available on our site.

The MENA practice of EY has been operating in the region since 1923. For over 95 years, we have grown to over 7,500 people united across 21 offices and 16 countries, sharing the same values and an unwavering commitment to quality. As an organization, we continue to develop outstanding leaders who deliver exceptional services to our clients and who contribute to our communities. We are proud of our accomplishments over the years, reaffirming our position as the largest and most established professional services organization in the region