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Service Design & Journey Mapping Specialist
ntam
Riyadh, KSA
Full Time
Mid
Onsite
3 weeks ago
Customer Journey MappingService BlueprintingWorkshop FacilitationResearch SynthesisStakeholder ManagementMiro
Free
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Customer Journey MappingService BlueprintingWorkshop Facilitation
About the Role
NTAM is seeking a Service Design & Journey Mapping Specialist to lead end-to-end customer experience optimization across digital and non-digital touchpoints.
Key Skills for This Role
Customer Journey MappingService BlueprintingWorkshop FacilitationResearch SynthesisStakeholder ManagementMiro
Responsibilities
- Lead development of end to end customer journey maps across multiple services, channels, and touchpoints.
- Assess current customer experiences to identify pain points, service gaps, inefficiencies, and moments of truth.
- Design future state journeys, service blueprints, personas, and experience frameworks aligned with customer needs and business goals.
- Conduct and synthesize qualitative and quantitative research including stakeholder interviews, workshops, customer feedback, and operational insights.
- Facilitate cross functional workshops with internal teams and stakeholders to co create service improvements.
- Translate research findings into clear recommendations, service design concepts, and actionable improvement initiatives.
- Collaborate with teams across customer experience, operations, product, digital, technology, marketing, and customer support.
- Support prioritization of initiatives by evaluating customer impact, business value, feasibility, and operational implications.
- Develop and maintain service design deliverables such as journey maps, service blueprints, personas, process maps, experience principles, and opportunity maps.
- Measure and monitor effectiveness of implemented improvements using CX metrics, customer feedback, and service performance indicators.
- Promote a customer centric mindset and advocate for service design best practices across the organization.
Requirements
- Bachelor's degree in Business, Marketing, Design, Customer Experience, Human Centered Design, Psychology, or related field
- 3–6+ years of experience in Service Design, Customer Experience (CX), Journey Mapping, UX Research, Design Strategy, or Process Improvement
- Proven hands on experience in Customer Journey Mapping, Service Blueprinting, Workshop Facilitation, Research Synthesis & Insight Generation, and Stakeholder Management
- Proficiency in tools such as Miro, Figma, FigJam, Lucidchart, Visio, or similar
- Arabic and English proficiency preferred
- Experience in KSA/GCC market or within government, healthcare, telecom, banking, or large service organizations highly preferred
Full Job Posting
About NTAM
- NTAM is a regional marketing and communications agency delivering integrated solutions across strategy, branding, digital, content, media, events, and customer experience.
- Partners with leading organizations across healthcare, hospitality, government, retail, and corporate services.
About the Role
- Lead the design and optimization of end to end customer experiences across digital and non digital touchpoints.
- Understand current customer journeys, identify pain points and opportunities, and translate insights into actionable service improvements.
Key Responsibilities
- Lead development of end to end customer journey maps across multiple services, channels, and touchpoints.
- Assess current customer experiences to identify pain points, service gaps, inefficiencies, and moments of truth.
- Design future state journeys, service blueprints, personas, and experience frameworks aligned with customer needs and business goals.
- Conduct and synthesize qualitative and quantitative research including stakeholder interviews, workshops, customer feedback, and operational insights.
- Facilitate cross functional workshops with internal teams and stakeholders to co create service improvements.
- Translate research findings into clear recommendations, service design concepts, and actionable improvement initiatives.
- Collaborate with teams across customer experience, operations, product, digital, technology, marketing, and customer support.
- Support prioritization of initiatives by evaluating customer impact, business value, feasibility, and operational implications.
- Develop and maintain service design deliverables such as journey maps, service blueprints, personas, process maps, experience principles, and opportunity maps.
- Measure and monitor effectiveness of implemented improvements using CX metrics, customer feedback, and service performance indicators.
- Promote a customer centric mindset and advocate for service design best practices across the organization.
Requirements
- Bachelor’s degree in Business, Marketing, Design, Customer Experience, Human Centered Design, Psychology, or a related field.
- 3–6+ years of experience in Service Design, Customer Experience (CX), Journey Mapping, UX Research, Design Strategy, or Process Improvement.
- Proven hands on experience in Customer Journey Mapping, Service Blueprinting, Workshop Facilitation, Research Synthesis & Insight Generation, and Stakeholder Management.
- Strong understanding of both frontstage and backstage service experiences.
- Ability to translate customer insights and business needs into practical service design recommendations.
- Strong analytical, problem solving, and storytelling skills.
- Excellent communication and presentation skills.
- Proficiency in tools such as Miro, Figma, FigJam, Lucidchart, Visio, or similar.
- Familiarity with Voice of Customer (VoC), NPS, CSAT, CES, and service performance measurement is a plus.
- Experience in KSA/GCC market or within government, healthcare, telecom, banking, or large service organizations highly preferred.
- Arabic and English proficiency preferred.
What We’re Looking For
- A customer focused and strategic thinker who understands the full service ecosystem.
- Someone who thrives in complex environments, can navigate ambiguity, and work effectively with multiple stakeholders.
- A strong facilitator who can align teams around customer needs and turn insights into meaningful service improvements.
- A specialist who can balance customer expectations, business priorities, and operational realities.
Why Join Us?
- Opportunity to play a key role in shaping customer experiences and contributing to service transformation initiatives.
- Work on high value projects, collaborate with cross functional teams, and help build services that are more intuitive, efficient, and customer centered.
How to Apply
- Submit your application or send your updated CV, mentioning the job title in the subject to Ntam.jobs@ntamgroup.com
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