Service Design Manager
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Key skills for this role
About the Role
Seeking a strategic leader in service design to drive customer-centric solutions, mentor teams, and enhance business outcomes through innovative service strategies.
Key Skills for This Role
Responsibilities
- Lead and manage service design engagements across multiple client projects and industries.
- Define and drive service design strategies that align customer needs with business objectives.
- Conduct and oversee qualitative and quantitative research to identify customer needs, pain points, behaviors, and opportunities.
- Develop and validate service blueprints, customer journey maps, ecosystem maps, operating models, and experience principles.
- Facilitate executive level workshops, co creation sessions, and stakeholder alignment activities.
- Identify service gaps, operational inefficiencies, and innovation opportunities across customer journeys and organizational processes.
- Lead the prototyping and testing of service concepts to validate assumptions and optimize experiences.
- Collaborate with business consultants, researchers, UX/UI designers, process designers, and technology teams to ensure successful implementation.
- Define success metrics, KPIs, and measurement frameworks to monitor service performance and continuous improvement.
- Mentor and coach junior service designers, contributing to capability building and service design best practices.
- Advocate for human centered design methodologies and foster a customer centric culture within client organizations and project teams.
Requirements
- Experience in service design and transformation
- Strong systems thinking and customer empathy
- Ability to facilitate executive level workshops
- Experience with service blueprinting and journey mapping
Full Job Posting
Who we are
- Octopus by RTG is enabling a key partner organization to grow their tech teams while focusing on AI.
- We are currently looking for the right pioneers to join the team!
- Octopus is proud to be part of the Robusta Technology Group (RTG), a leading tech group.
- With a decade of experience and a successful track record of delivering over 300 projects across Europe, the Middle East, and North America, RTG has established itself as a preferred employer in the Egyptian market.
- Octopus and Robusta are building a bridge between Europe and Africa, creating tailored hub solutions to connect companies with top talent across the globe.
- Octopus is specialized in rapidly assembling remote & onsite global tech teams that are fully aligned with the culture and practices of a particular brand.
- By providing tailored hubs to suit its clients needs, Octopus gives companies all the advantages of remote work and offshoring without all the negatives.
Role Overview
- We are seeking an experienced and strategic Service Design Manager to join our Experience Design team.
- In this leadership role, you will drive the design and transformation of end to end services that seamlessly connect digital, physical, and human touchpoints.
- You will lead service design initiatives, mentor team members, and partner with clients and stakeholders to deliver innovative, customer centric solutions that create measurable business impact.
- The ideal candidate combines strong systems thinking, customer empathy, and business acumen, with extensive experience translating complex challenges into scalable service experiences.
- You will play a critical role in shaping service design practices, facilitating strategic conversations, and ensuring solutions are desirable for customers, viable for the business, and feasible for implementation.
Responsibilities
- Lead and manage service design engagements across multiple client projects and industries.
- Define and drive service design strategies that align customer needs with business objectives.
- Conduct and oversee qualitative and quantitative research to identify customer needs, pain points, behaviors, and opportunities.
- Develop and validate service blueprints, customer journey maps, ecosystem maps, operating models, and experience principles.
- Facilitate executive level workshops, co creation sessions, and stakeholder alignment activities.
- Identify service gaps, operational inefficiencies, and innovation opportunities across customer journeys and organizational processes.
- Lead the prototyping and testing of service concepts to validate assumptions and optimize experiences.
- Collaborate with business consultants, researchers, UX/UI designers, process designers, and technology teams to ensure successful implementation.
- Define success metrics, KPIs, and measurement frameworks to monitor service performance and continuous improvement.
- Mentor and coach junior service designers, contributing to capability building and service design best practices.
- Advocate for human centered design methodologies and foster a customer centric culture within client organizations and project teams.
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