Senior Consultant

Job Title: Senior Consultant – Service Design (Customer Experience Focus)

Location: DOHA

Job Type: Contract

Department: Strategy / Design / Customer Experience

About the Role

We are seeking a strategic and hands-on Senior Consultant – Service Design with a strong focus on Customer Experience (CX) to join our growing team. In this role, you will lead the design and delivery of innovative, customer-centric services that create measurable value for both clients and end users. You will collaborate with cross-functional teams, senior stakeholders, and clients to translate insights into seamless and impactful service experiences.

Key Responsibilities

• Lead end-to-end service design engagements from discovery through to implementation.
• Map and analyze existing customer journeys to identify pain points and opportunities.
• Co-create future-state service blueprints and experiences based on user insights and business goals.
• Conduct qualitative and quantitative research to uncover user needs, behaviors, and motivations.
• Facilitate workshops with clients and stakeholders (e.g., journey mapping, ideation, prototyping).
• Translate complex business challenges into clear, actionable design strategies.
• Collaborate with UX designers, product owners, researchers, and technologists to ensure customer-centricity is embedded throughout the design process.
• Guide clients through the change management necessary to adopt new service models.
• Deliver clear, persuasive presentations and documentation to influence senior stakeholders.
• Mentor and support junior team members in service design methodologies and best practices.

Required Qualifications & Experience

• 5+ years of experience in service design, customer experience design, or a related field.
• Proven track record of delivering service design solutions for complex organizations or systems.
• Strong understanding of customer experience strategy, design thinking, and human-centered design methodologies.
• Skilled in journey mapping, service blueprinting, ecosystem mapping, persona development, and rapid prototyping.
• Experience conducting user research, usability testing, and stakeholder interviews.
• Excellent communication and facilitation skills—comfortable engaging with senior clients and stakeholders.
• Ability to balance strategic thinking with detailed execution.
• Proficiency with design and collaboration tools such as Miro, Figma, Adobe XD, or similar.

Preferred Qualifications

• Experience in industries such as healthcare, finance, public sector, or telecommunications.
• Background in business consulting or design strategy.
• Familiarity with agile methodologies and product development processes.
• Master's degree in Service Design, HCI, Business, or a related field.