Senior CX Service Designer

Job Description

YOUR PROFILE:RequiredBachelors degree in Marketing, Engineering, Design, or a related field, or the equivalent education and/or experience.Minimum of 3-4 years work experience in user-centered service and/or design, e.g. creation of customer journeys, service blueprints, experience flows, as well as definition of touchpoints, and design/interaction guidelines, human-centered research methodology and (ethnographical) interviewing.Proven and successful at delivering a product design, from design to launch.Familiarity with research tools and techniques such as Crazy Egg, Google Analytics and Optimize, usertesting.com, customer interviews, small-focus groups, and surveys.Experience of using design thinking principles or methods, facilitating Design Thinking workshops and trainings.Business knowledge paired with outstanding analytical, conceptual, and design thinking skills.Proven ability to create new service designs based on relevant user insights and to effectively communicate them to stakeholders.Work under time constraints on several tasks and projects simultaneously, as well as a marked ability to work in cross-functional teams.PreferredMasters DegreeRetail industry and luxury is a plus.Arabic (written and spoken) is preferred.Agency or consultancy is preferred.COMPETENCIESUser Experience DesignProject ManagementDesign ThinkingCustomer Experience Management (CEM)Customer Behavior and PreferencesCustomer AnalyticsProcess Mapping/FlowchartingDemonstrating Personal Resilience & Adapting to ChangeDemonstrating Customer CentricityTechnicalUnderstanding & Developing SelfDriving ResultsTraining DeliveryMarket ResearchCommunicating effectivelyCollaborating & Influencing with Respect & TrustBeing InclusiveBusiness AcumenUser Acceptance Testing (UAT)What we can offer you With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day. We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

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About Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the groups success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Groups competitive edge in todays market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.