ETIC, Service Designer - Senior Associate

📍 Job Overview

Job Title: ETIC, Service Designer - Senior Associate

Company: PwC

Location: Cairo - ETIC, Egypt

Job Type: FULL_TIME

Category: Service Design

Date Posted: 2025-06-10T00:00:00

Experience Level: Senior Associate (Typically 2-5 years of experience)

Remote Status: On-site

🎨 Role Summary

• Crafting and enhancing the end-to-end user experience across various services, ensuring alignment with strategic business outcomes.
• Leading service design initiatives from initial concept and user research through to implementation and continuous improvement.
• Utilizing design thinking methodologies and user-centered design principles to drive innovation and problem-solving within project teams.
• Collaborating effectively with cross-functional teams including product managers, UX designers, developers, and stakeholders to deliver impactful service solutions.

🖼️ Primary Responsibilities

• Lead the design and development of comprehensive service solutions, overseeing the process from initial concept generation to successful implementation.
• Facilitate design thinking workshops and co-design sessions with diverse stakeholders and end-users to gather requirements and foster collaborative solutioning.
• Conduct rigorous qualitative and quantitative user research activities, including interviews, surveys, and usability testing, to deeply understand user needs, behaviors, and pain points.
• Analyze research findings to synthesize actionable insights, identify key opportunities for service improvement, and inform design decisions.
• Create detailed service blueprints, user journey maps, and prototypes to visualize and effectively communicate complex service concepts and user interactions.
• Plan and execute usability tests, gather and analyze user feedback, and iterate on service designs based on findings to ensure optimal user experience.
• Work in close collaboration with product managers, UX designers, software developers, and other project stakeholders to ensure seamless integration of service design into the overall product and project lifecycle.
• Effectively communicate complex service design concepts, research findings, and recommendations to diverse audiences, including senior leadership and non-design stakeholders, using compelling visuals and narratives.
• Continuously monitor service performance using relevant metrics and user feedback channels to identify areas for ongoing improvement and optimization.
• Stay abreast of the latest industry trends, emerging technologies, and best practices in service design, user experience, and related fields to incorporate innovative approaches into daily work.

🎓 Skills & Qualifications

Education: While a specific degree is not mentioned as required, a Bachelor's or Master's degree in Design (Service Design, Interaction Design, UX Design), Human-Computer Interaction (HCI), or a related field is typically preferred for a Senior Associate role in this domain. Foundational Service Design training or certification is a plus.

Experience: The role is at a Senior Associate level, suggesting a requirement for relevant professional experience, typically 2-5 years, in service design, UX design, product design, or a related field. Experience should demonstrate a track record of leading design initiatives and successfully delivering complex projects. A strong portfolio showcasing service design projects, process documentation, and impact is crucial.

Required Skills:

• Design Thinking: Proven ability to apply human-centered design principles and methodologies to complex problems, including leading workshops and guiding teams through the design process.
• Ideation: Strong capability in generating a wide range of creative ideas and potential solutions, including facilitating brainstorming sessions and utilizing various ideation techniques.
• Testing: Experience in designing and conducting usability tests and other validation methods, analyzing results, and iterating designs based on user feedback.
• Collaboration: Excellent ability to work effectively and inclusively within cross-functional teams, including mediating conflicts and fostering a collaborative environment.
• Communication: Strong verbal and written communication skills, with the ability to clearly articulate design concepts, research findings, and recommendations to diverse audiences.
• Prototyping: Proficiency in using design and prototyping tools (e.g., Figma, Sketch, Adobe XD) to create mid-fidelity prototypes and visualize service concepts.
• English Language Proficiency: Excellent command of the English language is explicitly required for effective communication in a global consulting environment.
• Product Management Experience: While not strictly required, product management experience coupled with the listed design skills is a significant plus, indicating an understanding of product lifecycle and strategy.

Preferred Skills:

• Accepting Feedback
• Active Listening
• Agile Methodology
• Analytical Thinking
• Business Process Improvement
• Creativity
• Embracing Change
• Emotional Regulation
• Empathy
• Inclusion
• Intellectual Curiosity
• IT Project Lifecycle
• Learning Agility
• Optimism
• Process Mapping
• Process Standardization
• Program Management
• Project Budgeting
• Project Coordination
• Project Delivery
• Project Documentation
• Project Governance
• Project Management
• Project Planning
• Project Reporting
• Project Tracking
• Quality Management
• Relationship Management
• Resource Management
• Risk Management
• Scope Management
• Stakeholder Management
• Strategic Thinking
• Task Management
• Team Management
• Time Management

🎨 Portfolio & Creative Requirements

Portfolio Essentials:

• Your portfolio should prominently feature 2-3 detailed case studies of service design projects you have led or significantly contributed to, demonstrating your end-to-end design process.
• Each case study should clearly articulate the problem you were solving, your role and responsibilities, the methodologies you employed (especially service design and design thinking), and the impact of your work.
• Include examples of service blueprints, user journey maps, stakeholder maps, ecosystem maps, and other relevant service design artifacts.
• Show how you utilized research insights to inform your design decisions and how you iterated on solutions based on testing and feedback.
• Highlight your ability to visualize complex systems and interactions, communicating your design rationale effectively.

Process Documentation:

• Document your research and discovery phase thoroughly, including details on user interviews, observations, and data synthesis techniques.
• Illustrate your ideation and iteration methods, showing how you moved from initial concepts to refined solutions, potentially including sketches, wireframes, and low-fidelity prototypes.
• Explain your validation and testing approaches, detailing how you tested your service concepts and gathered feedback, and how this feedback influenced your design.
• Demonstrate your collaborative process, showing how you worked with cross-functional teams and stakeholders throughout the project lifecycle.

💵 Compensation & Benefits

Salary Range: While a specific salary range is not provided, based on typical compensation for a Senior Associate Service Designer in Cairo, Egypt at a large consulting firm like PwC, the expected annual salary range is estimated to be between EGP 400,000 and EGP 700,000. This range is based on market data for similar roles in the region, considering factors such as experience level, industry, and the cost of living in Cairo. This is an estimate and the actual salary may vary based on qualifications, experience, and negotiation.

Benefits:

• Comprehensive health insurance coverage, including medical, dental, and vision plans.
• Retirement savings plan or pension scheme, offering opportunities for long-term financial planning.
• Paid time off, including vacation days, sick leave, and public holidays, supporting work-life balance.
• Professional development opportunities, including training programs, access to industry conferences, and support for obtaining relevant certifications.
• Potential for performance-based bonuses or incentives, rewarding contributions to project success and business growth.
• Access to PwC's global network and resources, providing opportunities for learning and collaboration on international projects.
• Wellness programs and resources, supporting the physical and mental well-being of employees.

Working Hours: Full-time position, typically involving standard business hours. The nature of consulting work may require flexibility depending on project demands and client needs, though the on-site nature of the role in Cairo suggests a regular office presence.

🎯Team & Company Context

🏢 Company & Design Culture

Industry: Business Consulting and Services, with a specific focus on Technology through the Egypt Technology and Innovation Centre (ETIC) in Cairo. This industry context means the role will likely involve working on diverse projects for various clients across different sectors, requiring adaptability and strategic thinking. The Technology focus of ETIC indicates a dynamic and innovative environment.

Company Size: PwC is a global network operating in 149 countries with over 370,000 professionals. The Egypt Technology and Innovation Centre (ETIC) in Cairo is a growing entity within this large global structure, focusing specifically on delivering technology solutions. For design professionals, this means access to a vast network of expertise and resources, while potentially operating within a smaller, more agile team structure within the ETIC.

Founded: PwC's history dates back to the mid-19th century, with the current structure formed in 1998. The establishment of the ETIC in Cairo is a recent strategic initiative, indicating a forward-looking and growth-oriented approach within the firm, particularly in leveraging technology and innovation.

Team Structure:

• The Senior Associate Service Designer will likely be part of a project-based team within the ETIC, collaborating with other designers (UX, UI), product managers, developers, and business consultants.
• Reporting structures will likely involve reporting to a manager or senior manager within the ETIC's design or technology advisory practice.
• Cross-functional collaboration is a core aspect, working closely with technical teams to ensure design feasibility and implementation, and with business teams to align design solutions with client needs and business objectives.

Methodology:

• Given PwC's focus on project delivery and advisory services, the team likely employs a blend of methodologies, including Agile and Waterfall, depending on client requirements and project scope.
• Design Thinking and user-centered design approaches are explicitly mentioned as required skills, indicating a strong emphasis on understanding user needs and iterative design processes.
• Process mapping and standardization are listed as preferred skills, suggesting a focus on documenting and optimizing service delivery processes.

Company Website: https://www.pwc.com (Note: The provided LinkedIn URL is for PwC Argentina; the global website is a more relevant resource for the overall company context). For information specific to the ETIC, additional research may be necessary.

📈 Career & Growth Analysis

Design Career Level: Senior Associate. This level typically signifies a designer who can work independently on complex tasks, lead smaller project components, mentor junior colleagues, and contribute significantly to project strategy and execution. They are expected to have a solid understanding of service design principles and methodologies and the ability to apply them effectively.

Reporting Structure: As a Senior Associate, you will likely report to a Manager or Senior Manager within the Service Design or Technology Advisory practice at the ETIC. This structure provides guidance and oversight while allowing for significant autonomy in day-to-day work and project responsibilities.

Design Impact: In this role, design will have a significant impact on shaping the services delivered to PwC's clients. By focusing on user experience and process optimization, the Service Designer directly contributes to the effectiveness, efficiency, and desirability of these services, ultimately impacting client satisfaction and business outcomes.

Growth Opportunities:

• Advancement to Manager: A direct career progression path involves moving to a Manager role, which would entail leading larger design projects, managing project teams, and taking on greater responsibility for client relationships and business development within the design domain. This progression typically requires demonstrating strong leadership skills and a track record of successful project delivery.
• Specialization: Opportunities may exist to specialize in specific areas of service design, such as digital service transformation, public sector service design, or industry-specific service design within the various sectors PwC serves. This allows for developing deep expertise in a niche area.
• Skill Development: PwC, as a large professional services firm, typically offers extensive training and development programs. These can include advanced design methodologies, consulting skills, project management certifications, and technology-specific training, supporting continuous learning and skill enhancement.
• Cross-Service Line Collaboration: Opportunities to work on projects that span different service lines within PwC (e.g., Assurance, Tax) can broaden your understanding of the business and provide exposure to diverse challenges, enhancing your value as a consultant.
• Thought Leadership: Contributing to PwC's thought leadership through articles, presentations, or participation in industry events can enhance your professional profile and open doors to leadership opportunities within the firm.

🌐 Work Environment

Studio Type: The role is based at the Egypt Technology and Innovation Centre (ETIC) in Cairo, which is described as a center for delivering high-quality technology solutions. This suggests a professional office environment, likely equipped with modern technology and collaboration spaces to support design and development activities.

Office Location(s): The primary location is Cairo - ETIC, Egypt. Specific address details would be provided upon successful application. Being located in a technology and innovation center implies a focus on a collaborative and dynamic workspace.

Design Workspace Context:

• The ETIC environment is likely designed to foster collaboration and innovation, with dedicated spaces for team meetings, workshops, and individual work.
• Access to necessary design tools, software, and potentially specialized hardware for research and prototyping would be expected.
• The on-site nature encourages frequent interaction with team members, facilitating brainstorming, critique sessions, and knowledge sharing.

Work Schedule: The role is full-time and on-site. While standard business hours are expected, the project-based nature of consulting may require flexibility depending on project deadlines and client needs. However, the on-site requirement in Cairo suggests a primary focus on working from the ETIC facility.

📄 Application & Portfolio Review Process

Design Interview Process:

• Initial Screening: Expect an initial screening call, likely with a recruiter or HR representative, to discuss your background, experience, and interest in the role. Be prepared to briefly articulate your service design experience and why you are interested in working at PwC ETIC.
• Portfolio Review & Technical Interview: This stage will involve a deeper dive into your portfolio. Be prepared to present and discuss 2-3 key service design case studies in detail, focusing on your process, methodologies, challenges, and impact. You will also likely have a technical interview with a design lead or manager, assessing your service design skills, methodologies, and problem-solving abilities.
• Design Challenge or Case Study Presentation: You may be given a design challenge to complete or asked to prepare a presentation on a specific case study. This evaluates your ability to apply service design principles to a given problem and articulate your approach under pressure. Be prepared to walk through your thought process, design decisions, and potential solutions.
• Team and Cultural Fit Interviews: You will likely interview with various team members, including other designers, product managers, and potentially stakeholders from other service lines. These interviews assess your collaboration skills, communication style, and how well you would fit into the team and company culture.
• Final Interview: A final interview, likely with a senior leader or partner, will focus on your overall fit, strategic thinking, leadership potential, and long-term career aspirations.

Portfolio Review Tips:

• Tailor your portfolio presentation to highlight projects most relevant to service design in a consulting context, emphasizing your ability to work on complex problems across different industries.
• Structure your case studies using a clear narrative arc: Problem, Your Role, Process (Research, Ideation, Prototyping, Testing), Solution, and Impact.
• Focus on explaining your design process and rationale, not just the final deliverables. Show your thinking and how you arrived at your solutions.
• Include artifacts like service blueprints and user journey maps to demonstrate your understanding of complex service ecosystems.
• Be prepared to discuss challenges you faced and how you overcame them, showcasing your problem-solving skills and resilience.
• Clearly articulate the impact of your design work, using metrics or qualitative feedback where possible.

Challenge Preparation:

• Understand the typical format of design challenges in a consulting context – often involving a business problem with a focus on user experience and process.
• Practice structuring your approach within a limited time frame, focusing on key problem areas, potential solutions, and your design process.
• Be prepared to articulate your design rationale clearly and concisely, explaining the "why" behind your decisions.
• Practice presenting your solution and process effectively, as communication skills are crucial in consulting.
• Consider how you would gather necessary information and collaborate with stakeholders if this were a real project.

ATS Keywords: Service Design, Design Thinking, User Experience (UX), User Research, Qualitative Research, Quantitative Research, Usability Testing, Prototyping, Service Blueprints, User Journey Mapping, Stakeholder Mapping, Ecosystem Mapping, Ideation, Collaboration, Communication, Agile, Consulting, Advisory, Technology, Innovation, Problem Solving, Strategic Thinking, Process Mapping, Process Improvement, Workshop Facilitation, Client Engagement, Stakeholder Management, Design Strategy, Interaction Design, Product Design, Adobe XD, Figma, Sketch.

🛠 Tools & Technology Stack

Primary Design Tools:

• Prototyping Tools (e.g., Figma, Sketch, Adobe XD): Proficiency in using at least one industry-standard design and prototyping tool is required for creating wireframes, prototypes, and visualizations of service concepts. These tools are essential for iterating on designs and communicating ideas effectively.
• Service Blueprinting Tools (e.g., Miro, Mural, Smaply): While not explicitly listed, tools for creating and collaborating on service blueprints, user journey maps, and other system-level diagrams are crucial for a service designer. Experience with collaborative whiteboarding tools is highly beneficial.
• Presentation Software (e.g., Google Slides, Microsoft PowerPoint, Keynote): Essential for creating compelling presentations to communicate research findings, design concepts, and project outcomes to clients and internal stakeholders.

Collaboration & Handoff:

• Collaborative Whiteboarding Tools (e.g., Miro, Mural): Essential for remote or hybrid collaboration, facilitating brainstorming, workshop activities, and shared documentation of design processes and artifacts.
• Project Management Tools (e.g., Jira, Asana, Trello): Familiarity with project management tools is beneficial for tracking tasks, managing timelines, and collaborating with development and project management teams.
• Documentation Platforms (e.g., Confluence, Notion): Useful for documenting research findings, design decisions, service specifications, and maintaining a knowledge base for the project team.

Research & Testing:

• Survey Tools (e.g., SurveyMonkey, Typeform, Google Forms): Used for conducting quantitative research and gathering user feedback at scale.
• Usability Testing Platforms (e.g., UserTesting.com, Maze): Tools for conducting remote or in-person usability tests and gathering feedback on prototypes and service flows.
• Analytics Platforms (e.g., Google Analytics, Adobe Analytics): While not a primary design tool, understanding how to interpret data from analytics platforms can inform design decisions and measure the impact of service improvements.

👥 Team Culture & Values

Design Values:

• User-Centered Approach: A core value is likely a deep commitment to understanding and advocating for the needs and experiences of end-users throughout the design process.
• Collaboration and Inclusivity: Given the emphasis on collaboration and communication, the team likely values working effectively with diverse perspectives and fostering an inclusive environment where all voices are heard.
• Innovation and Continuous Improvement: As part of a Technology and Innovation Centre, there is likely a value placed on exploring new approaches, embracing change, and continuously seeking ways to improve services and processes.
• Quality and Impact: Delivering high-quality design solutions that have a tangible impact on client outcomes and user satisfaction is likely a key value driver.

Collaboration Style:

• Cross-Functional Integration: Collaboration is likely highly integrated with other functions (product, development, business) to ensure design is aligned with technical feasibility and business objectives.
• Design Critique and Feedback: A healthy design culture often involves regular critique sessions where designers share their work and receive constructive feedback to improve their designs.
• Knowledge Sharing: Opportunities for sharing best practices, lessons learned, and insights from different projects are likely encouraged to foster continuous learning within the team.

⚡ Challenges & Growth Opportunities

Design Challenges:

• Navigating Complex Client Environments: Working in consulting often involves navigating complex organizational structures, diverse stakeholder needs, and potentially ambiguous problem spaces, requiring strong adaptability and stakeholder management skills. Preparation involves developing strong active listening and communication skills.
• Balancing User Needs with Business Constraints: Finding the optimal balance between meeting user needs and adhering to project budgets, timelines, and technical limitations is a constant challenge in service design. This requires strong analytical thinking and creative problem-solving.
• Communicating the Value of Service Design: Effectively articulating the value and impact of service design to clients and internal stakeholders who may be less familiar with the discipline is crucial. This requires strong communication and storytelling skills.
• Staying Current with Technology and Trends: The technology and consulting landscape is constantly evolving, requiring continuous learning to stay updated on new tools, methodologies, and industry trends. This necessitates intellectual curiosity and learning agility.

Learning & Development Opportunities:

• Advanced Service Design Training: Opportunities to pursue advanced certifications or training in specialized areas of service design or related disciplines.
• Industry Events and Conferences: Support for attending relevant design and technology conferences to network and learn from industry leaders.
• Mentorship Programs: Potential access to mentorship from experienced designers or leaders within PwC, providing guidance and support for career growth.
• Internal Training Programs: Access to a wide range of internal training modules on consulting skills, project management, leadership, and specific industry knowledge.

💡 Interview Preparation

Design Process Questions:

• "Walk me through your end-to-end service design process for a recent project." - Be prepared to detail each stage, your activities, and the rationale behind your choices, using a specific case study from your portfolio.
• "Describe a time you used design thinking to solve a complex problem. What was the outcome?" - Focus on your application of design thinking principles and methodologies, highlighting the impact of your approach.
• "How do you approach user research for a new service? What methods do you typically use?" - Discuss your experience with qualitative and quantitative research methods and how you synthesize findings into actionable insights.
• "Explain how you would create a service blueprint for a multi-channel service." - Demonstrate your understanding of service blueprint components and how they help visualize complex interactions.

Company Culture Questions:

• "What interests you about working at PwC ETIC specifically, and how do you see your skills contributing to our team?" - Research PwC's values and the ETIC's mission and connect your experience and aspirations to their goals.
• "Describe your ideal collaborative environment. How do you work effectively with developers, product managers, and business stakeholders?" - Highlight your experience working in cross-functional teams and your communication and collaboration style.
• "How do you handle constructive feedback on your design work?" - Demonstrate your ability to receive feedback gracefully and use it to improve your designs, showcasing your growth mindset.

Portfolio Presentation Strategy:

• Select 2-3 of your strongest and most relevant service design case studies that demonstrate the breadth of your skills and experience.
• For each case study, clearly articulate the problem, your role, the process you followed, the key artifacts you created (e.g., service blueprints, journey maps), and the impact of your work.
• Focus on telling a compelling story about your design journey, highlighting challenges, insights, and key decisions.
• Be prepared for questions about your design rationale, alternative approaches you considered, and how you measured success.
• Practice your presentation to ensure you can articulate your points clearly and within the allotted time.

📌 Application Steps

To apply for this design position:

• Submit your application through this link.
• Prepare a compelling design portfolio that showcases your service design process, methodologies, and impact through detailed case studies. Tailor your portfolio to highlight projects relevant to consulting or technology services.
• Optimize your resume to include relevant design industry keywords, highlighting your experience with service design, user research, prototyping, and collaboration tools and methodologies.
• Practice presenting your portfolio and articulating your design process and rationale clearly and concisely, preparing for potential design challenges and technical questions.
• Research PwC, the Egypt Technology and Innovation Centre (ETIC), and their work in technology and advisory services to understand their business context and how your design skills can contribute to their goals.