Service Designer | Corporate Services | Financial Services

Job Requisition ID: 174636

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview Of The Role:

• The Service Designer role involves designing and optimizing end-to-end customer experiences across various sectors, including UHNW 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.


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