Service Designer

Job description / Role

Overview of the role:

The service designer role involves designing and optimizing end-to-end customer experiences across various sectors, including ultra high net worth banking, retail banking, and automotive financial services. The candidate will be responsible for translating customer needs into innovative service blueprints and ensuring seamless delivery across digital and physical touchpoints. Success in this role requires a customer-obsessed mindset, strong business acumen, and the ability to work collaboratively with multiple stakeholders to enhance the overall customer experience.

What you will do:

Service design and optimization
Create service blueprints and journey maps for ultra high net worth (UHNW), retail, and automotive sectors.
Prototype and validate service concepts through testing and customer feedback.
Support continuous improvement of design standards and processes.

Research and analysis
Conduct qualitative and quantitative research to uncover customer pain points.
Facilitate workshops with stakeholders to co-create solutions.

Collaboration and alignment
Collaborate with UX, UI, and product teams to ensure experience alignment.

Required skills to be successful:

• Customer-obsessed mindset with the ability to anticipate and address customer needs.
• Strong business acumen with ability to link design outcomes to business value.
• Expertise in service blueprinting, journey mapping, and prototyping.
• Excellent facilitation and storytelling skills.

What qualifies you for the role:

• Bachelor's degree in design, business, or a related field.
• Minimum of 4 years of experience in service design, customer experience, or related roles.
• Experience in financial services or customer-focused industries.
• Knowledge of digital banking and/or automotive finance journeys preferred.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global talent acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our values of respect, integrity, collaboration, and excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.