[UAE] CX Design Consultant

📍 Job Overview

Job Title: CX Design Consultant

Company: Sia

Location: Abu Dhabi, United Arab Emirates

Job Type: Full-time

Category: Consulting / Government Transformation / Customer Experience

Date Posted: 2026-09-10

Experience Level: Mid-Senior (5-10 years)

Remote Status: On-site

🚀 Role Summary

• Lead and support the end-to-end design and redesign of government services within the Abu Dhabi ecosystem.

• Conduct in-depth service understanding and discovery sessions to identify customer and operational pain points.

• Develop comprehensive customer personas, customer journey maps, and service blueprints to visualize current and future states.

• Facilitate ideation and co-design workshops to drive service improvement opportunities and strategic transformation planning.

• Ensure all service designs and deliverables align with Abu Dhabi government service design principles, standards, and the TAMM platform.

📝 Enhancement Note: This role is heavily focused on the practical application of service design methodologies within a specific governmental context (Abu Dhabi). The emphasis on TAMM, the Effortless Customer Experience framework, and government-specific standards indicates a need for a consultant who can navigate and influence public sector service delivery transformations. The requirement for Arabic fluency is critical for stakeholder engagement and understanding nuanced local requirements.

📈 Primary Responsibilities

• Lead and support the end-to-end design and redesign of government services, from initial assessment to transformation planning.

• Conduct service understanding and discovery sessions with Service Owners and stakeholders to grasp service objectives, customer segments, policies, processes, and existing pain points.

• Develop detailed customer personas to represent key customer segments, their needs, behaviors, and pain points.

• Create As-Is and To-Be Customer Journey Maps, detailing end-to-end customer experiences, interactions, channels, touchpoints, and improvement areas.

• Design As-Is and To-Be Service Blueprints, mapping customer interactions with front-stage and back-stage activities, stakeholders, systems, and processes.

• Map and document end-to-end service delivery processes, clearly defining activities, decision points, roles, responsibilities, systems, inputs/outputs, dependencies, and variants.

• Plan and facilitate ideation and co-design workshops with Service Owners, Technology teams, and other stakeholders to identify and develop service improvement opportunities.

• Assess improvement opportunities across customer experience, process, policy, technology, channels, communications, and operating requirements.

• Prioritize improvement opportunities based on customer impact, feasibility, dependencies, and implementation requirements.

• Translate findings and agreed improvements into structured service transformation action plans, including actions, ownership, dependencies, and next steps.

• Produce clear, accurate, and structured service design documentation, ensuring outputs reflect validated stakeholder requirements and agreed future-state designs.

• Demonstrate a strong understanding of the Abu Dhabi government services ecosystem, including the roles and interactions of government entities, Service Owners, Technology teams, and central government stakeholders.

• Demonstrate familiarity with the TAMM platform and its role in delivering Abu Dhabi government services.

• Understand and apply the Effortless Customer Experience framework, relevant government service design principles, standards, and guidelines.

• Ensure service designs and associated deliverables are aligned with applicable Abu Dhabi government requirements, standards, and customer experience principles.

• Liaise and coordinate between Service Owners, business stakeholders, Technology teams, and other relevant parties throughout the service design lifecycle.

• Facilitate stakeholder discussions and drive alignment on service requirements, improvement opportunities, and future-state designs.

• Coordinate the review and validation of service design deliverables, ensuring stakeholder feedback is incorporated.

• Track actions, decisions, dependencies, and outstanding requirements to support timely delivery.

• Manage multiple services and workstreams concurrently while maintaining the quality and consistency of deliverables.

• Prepare and present service design findings, recommendations, and deliverables to working-level and senior stakeholders.

📝 Enhancement Note: The responsibilities clearly delineate a structured approach to service design, emphasizing documentation (personas, journey maps, blueprints, process maps) and stakeholder management. The repeated emphasis on Abu Dhabi government context, TAMM, and specific frameworks suggests a need for candidates with prior exposure to public sector digital transformation initiatives.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in a relevant field such as Design, Business, Public Administration, Information Technology, or a related discipline is typically expected for a consultant role of this nature. Advanced degrees or specialized certifications in Service Design or CX are advantageous.

Experience: Minimum of 5-10 years of progressive experience in Customer Experience, Service Design, Business Process Design, Management Consulting, or Government Transformation.

Required Skills:

• Hands-on experience designing or redesigning services using established service design methodologies and tools.

• Strong practical capability in developing customer personas, customer journey maps, service blueprints, and service delivery processes.

• Strong understanding of the Abu Dhabi government services environment.

• Familiarity with TAMM, the Effortless framework, and Abu Dhabi government service design principles and standards.

• Strong workshop facilitation, stakeholder engagement, and requirements-gathering capabilities.

• Strong analytical and problem-solving skills, with the ability to translate findings into practical service improvements.

• Ability to produce clear, structured, and high-quality documentation and presentations.

• Ability to coordinate across multiple stakeholders and manage multiple services or workstreams simultaneously.

• Mandatory: Professional proficiency in both Arabic and English (speaking and written).

Preferred Skills:

• Hands-on experience with ARIS business process modelling tool.

• Experience with CX Hub, the Department of Government Enablement (DGE) portal.

📝 Enhancement Note: The "5-10 years" experience level suggests a mid to senior consultant who can independently lead workstreams. The mandatory Arabic language requirement is a critical filter. The preferred experience with ARIS and CX Hub points to specific tool proficiencies that would accelerate onboarding and effectiveness.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Demonstrate end-to-end service design projects, showcasing your role in understanding current states, identifying pain points, facilitating co-design, and defining future states.

• Deliverable Examples: Include samples of customer personas, customer journey maps (both current and future-state), service blueprints, and process flow diagrams.

• Impact & Outcomes: Quantify the impact of your service design interventions, focusing on improvements in customer satisfaction, operational efficiency, cost reduction, or policy adherence.

• Stakeholder Management: Evidence of successful collaboration with diverse stakeholders, including government officials, business units, and technology teams.

• Process Optimization: Showcase examples of how you have mapped, analyzed, and improved complex service delivery processes.

Process Documentation:

• Workflow Design & Optimization: Provide examples of how you have documented and optimized complex service delivery workflows, ensuring clarity on activities, decision points, roles, and dependencies.

• System Integration Mapping: Illustrate your ability to map service interactions with underlying systems and technology platforms, identifying integration points and potential improvements.

• Measurement & Analysis: Demonstrate how you have incorporated metrics and KPIs into service design to measure performance and identify areas for continuous improvement.

📝 Enhancement Note: For a CX Design Consultant role, a robust portfolio is essential. Candidates should be prepared to present detailed case studies that highlight their ability to translate abstract concepts into tangible service improvements, supported by visual artifacts and measurable outcomes. The emphasis on process documentation and system integration reflects the practical, execution-oriented nature of this consulting role.

💵 Compensation & Benefits

Salary Range: For a CX Design Consultant with 5-10 years of experience in Abu Dhabi, UAE, a competitive salary range is estimated to be between AED 25,000 to AED 40,000 per month, depending on specific experience, qualifications, and the exact scope of responsibilities. This range is based on industry benchmarks for management consulting roles in the UAE, considering the specialized nature of CX and government transformation expertise.

Benefits:

• Competitive compensation: A salary package benchmarked against the market to ensure competitiveness.

• Entrepreneurial journey: Opportunity to contribute to an innovative and growing firm, driving personal success.

• Tailored career advocacy program: Dedicated support with mentors for actionable feedback and career progression.

• Continuous growth: Ongoing learning and development opportunities, with a focus on emerging topics and skill advancement.

• Global Exposure: As part of a global firm with a presence in 19 countries, offering diverse project opportunities.

• Diversity & Inclusion Initiatives: Participation in programs focused on Women@Sia, Multi-Ethnic, Well-being, and Environment.

• Sia Village Concept: Integration into a community-driven culture that promotes knowledge sharing and support.

Working Hours: The standard working hours for a full-time role in Abu Dhabi are typically 40 hours per week, often with flexibility. Consultants may need to work beyond standard hours to meet project deadlines and client needs, which is common in the consulting industry.

📝 Enhancement Note: The salary estimation is based on publicly available data for similar roles in Abu Dhabi, considering the firm's global presence and the specialized skills required. The benefits package highlights Sia's commitment to employee development and a supportive work environment, which are key selling points for consulting professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Management Consulting, Technology Services, and Digital Transformation. Sia Partners is a global firm with a strong presence in Europe and expanding operations in the Middle East, focusing on "Consulting 4.0" by integrating AI, data science, and automation into their consulting services.

Company Size: Over 3,000 employees globally, with annual revenue exceeding $500m. This indicates a substantial, well-established firm capable of undertaking large-scale transformation projects.

Founded: 1999 in Paris, France. This history suggests a mature consulting practice with established methodologies and a strong track record.

Team Structure:

• Operations Team Aspect 1: The CX Design Consultant will likely be part of Sia's Middle East consulting practice, specifically within a team focused on public sector transformation, strategy, or operational performance. This team is likely composed of diverse nationalities, reflecting the company's global footprint.

• Operations Team Aspect 2: Reporting structure would typically involve a Senior Manager or Partner overseeing the project, with the CX Design Consultant working closely with Service Owners and potentially other consultants (e.g., data analysts, IT specialists) on specific workstreams.

• Operations Team Aspect 3: Cross-functional collaboration is paramount. The role requires close liaison with government Service Owners, internal Sia technology teams, and potentially external technology partners to ensure integrated service designs.

Methodology:

• Data Analysis and Insights: Sia emphasizes data-driven decision-making, leveraging advanced analytics and AI to provide clients with actionable insights.

• Workflow Planning and Optimization: A core aspect of their consulting approach involves mapping, analyzing, and optimizing business processes and service delivery workflows.

• Automation and Efficiency Practices: The firm is a pioneer in "Consulting 4.0," integrating automation and AI to enhance client outcomes and internal efficiencies.

Company Website: https://www.sia-partners.com/en

📝 Enhancement Note: Sia Partners presents itself as an innovative, globally connected consulting firm with a strong emphasis on technology and data. The "Consulting 4.0" approach and "Sia Village" concept suggest a culture that values expertise, collaboration, and employee well-being, while also pushing the boundaries of traditional consulting.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level consultant. It requires significant hands-on experience and the ability to lead specific workstreams independently. The focus on designing and redesigning government services implies a level of autonomy and responsibility for driving outcomes.

Reporting Structure: The CX Design Consultant will likely report to a Senior Consultant, Manager, or Partner within Sia's Middle East practice. They will work closely with client-side Service Owners and stakeholders, acting as a key advisor and facilitator.

Operations Impact: The role has a direct impact on the efficiency, effectiveness, and user satisfaction of public services in Abu Dhabi. Successful transformation initiatives led by this consultant can lead to improved citizen experiences, streamlined government operations, and enhanced service delivery outcomes, aligning with broader government digital transformation agendas.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in service design, CX strategy, and public sector transformation through challenging projects and specialized training.

• Leadership Development: Progress to managing larger project teams, client relationships, and business development within the public sector domain.

• Specialization: Develop niche expertise in specific government sectors or advanced CX methodologies, becoming a recognized subject matter expert.

• Global Mobility: Potential opportunities to work on international projects or transfer to other Sia offices as the firm continues to expand.

📝 Enhancement Note: For operations professionals, this role offers a clear path for growth within a specialized consulting niche. The emphasis on tangible impact within the public sector, combined with Sia's commitment to continuous learning and career advocacy, presents a compelling opportunity for career advancement and skill diversification.

🌐 Work Environment

Office Type: The role is based in Abu Dhabi, and while specific office details are not provided, Sia Partners typically operates from professional office spaces in major business hubs. The mention of "Nation Towers Mall" as an address suggests a prime commercial location.

Office Location(s): Nation Towers Mall, Abu Dhabi, United Arab Emirates. This is a central business district location, likely offering good accessibility and proximity to government entities.

Workspace Context:

• Collaborative Environment: As a consultant, the workspace will involve a mix of client site engagements and internal office collaboration. The "Sia Village" concept suggests an emphasis on teamwork and knowledge sharing within Sia's own offices.

• Operations Tools & Technology: The consultant will utilize standard office productivity tools, specialized service design software (potentially ARIS), and collaborative platforms. Access to Sia's proprietary digital tools and AI-powered consulting solutions will also be available.

• Operations Team Interaction: Frequent interaction with fellow consultants, project managers, and leadership within Sia, as well as extensive engagement with client stakeholders at various levels.

Work Schedule: The role is full-time, with a standard 40-hour work week. However, consulting roles often require flexibility to meet client deadlines, which may involve working extended hours or weekends, particularly during critical project phases. Travel to client sites within Abu Dhabi is expected.

📝 Enhancement Note: The work environment is characteristic of management consulting – dynamic, client-facing, and collaborative. The Abu Dhabi location offers exposure to a rapidly developing market for digital government services. Candidates should be prepared for a demanding yet rewarding environment that balances client delivery with internal team development.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of applications and resumes to assess alignment with core requirements, particularly experience in service design, government transformation, and Arabic language proficiency.

• First Interview: Likely with a consultant or manager, focusing on behavioral questions, past project experiences, and technical knowledge of service design methodologies. Expect questions about your approach to stakeholder engagement, problem-solving, and understanding government service ecosystems.

• Case Study/Workshop Simulation: Candidates may be asked to present a service design case study from their portfolio or participate in a simulated workshop exercise to assess their practical skills, facilitation abilities, and strategic thinking. This is where your portfolio will be heavily scrutinized.

• Final Interview: With a senior leader (e.g., Partner), focusing on strategic fit, leadership potential, cultural alignment with Sia's values, and understanding of the broader consulting landscape.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio to clearly showcase your role, the challenges faced, the methodologies applied, and the measurable outcomes achieved. Use a consistent structure for each case study (e.g., Situation, Task, Action, Result - STAR method).

• Visual Storytelling: Emphasize visual elements such as journey maps, blueprints, and process flows. Explain the rationale behind your design choices and how they address specific pain points or objectives.

• Quantify Results: Wherever possible, present data and metrics that demonstrate the positive impact of your work. This could include improvements in customer satisfaction scores, reduction in process cycle times, cost savings, or increased adoption rates.

• Tailor to the Role: Highlight projects that are most relevant to government transformation and CX design. Specifically, draw attention to any experience with public sector entities, digital service initiatives, or familiarity with frameworks like TAMM.

• Conciseness and Clarity: Be prepared to walk through your portfolio efficiently, highlighting key achievements without getting bogged down in excessive detail.

Challenge Preparation:

• Service Design Fundamentals: Refresh your understanding of core service design principles, tools (personas, journey maps, blueprints), and methodologies.

• Abu Dhabi Government Context: Research current government initiatives in Abu Dhabi related to digital transformation, citizen services, and the TAMM platform. Understand the broader goals of government modernization in the UAE.

• Problem-Solving Scenarios: Prepare for hypothetical scenarios where you might need to diagnose a service issue, propose solutions, and outline an implementation plan. Focus on a structured, data-informed approach.

• Facilitation Skills: Practice articulating your thoughts clearly and concisely, especially when explaining complex concepts or presenting recommendations. Be ready to defend your design choices.

📝 Enhancement Note: The interview process is designed to assess not only technical expertise but also the ability to apply that expertise within a specific context and collaborate effectively. A well-prepared, visually engaging portfolio that clearly demonstrates impact is crucial for success in this role.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Candidates are expected to be proficient with standard service design tools for creating personas, journey maps, and blueprints. This may include tools like Miro, Mural, Lucidchart, or specialized platforms.

• Business Process Modelling Tools: Experience with tools like ARIS is explicitly mentioned as preferred, indicating its importance for documenting and analyzing end-to-end service delivery processes. Other BPM tools might also be relevant.

• Presentation Software: Proficiency in PowerPoint, Keynote, or similar tools for creating high-quality client-facing presentations and documentation.

• Collaboration Platforms: Familiarity with tools like Microsoft Teams, Slack, or similar for internal and external communication and collaboration.

Analytics & Reporting:

• While not explicitly stated as a primary responsibility, consultants often use analytics to inform service design. Familiarity with data analysis principles and potentially basic BI tools (e.g., Power BI, Tableau) for understanding user behavior and service performance metrics would be beneficial. CRM & Automation:

• Understanding how CRM systems and automation technologies support service delivery is important, though direct hands-on management of these might not be required. The role focuses on the design of services that leverage these systems.

📝 Enhancement Note: The explicit mention of ARIS as a preferred tool is a key differentiator. Candidates should highlight any experience with this or similar robust business process modelling software. A general understanding of how technology underpins service delivery is also important, even if the role is not hands-on with system implementation.

👥 Team Culture & Values

Operations Values:

• Excellence: A commitment to delivering high-quality, impactful results for clients, upholding Sia's reputation for expertise.

• Entrepreneurship: Encouraging initiative, innovation, and a proactive approach to problem-solving and business development within the consulting framework.

• Innovation: Embracing new technologies (AI, automation) and methodologies to drive transformative solutions for clients.

• Teamwork: Fostering a collaborative environment where knowledge is shared, and collective success is prioritized, as embodied by the "Sia Village" concept.

• Care & Support: Creating a supportive and inclusive workplace culture where employees feel valued, well-being is promoted, and personal growth is encouraged.

• Employee Wellbeing: Prioritizing the health, happiness, and work-life balance of employees.

Collaboration Style:

• Cross-functional Integration: A strong emphasis on working seamlessly with client-side teams (Service Owners, IT, business units) and internal Sia specialists to achieve integrated service designs.

• Process Review & Feedback: A culture that encourages constructive feedback and continuous improvement of processes and service designs through open dialogue and iterative refinement.

• Knowledge Sharing: Actively participating in the "Sia Village" by sharing insights, best practices, and lessons learned, contributing to the collective expertise of the firm.

📝 Enhancement Note: Sia's values are central to their "Consulting 4.0" and "Sia Village" concepts. Candidates should demonstrate alignment with these values, particularly in their approach to collaboration, innovation, and commitment to client success and employee well-being. This is crucial for fitting into the firm's culture.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Bureaucracy: Government organizations can have complex decision-making processes, established policies, and resistance to change. Adapting service designs to these realities while driving transformation is a key challenge.

• Balancing Stakeholder Needs: Reconciling the diverse and sometimes conflicting needs of various government departments, Service Owners, end-users, and technology teams requires strong negotiation and consensus-building skills.

• Translating Vision to Execution: Moving from conceptual service design to practical implementation within the constraints of government IT infrastructure, budgets, and procurement processes can be complex.

• Keeping Pace with Digital Trends: Ensuring service designs are forward-looking and leverage emerging technologies effectively requires continuous learning and adaptation.

Learning & Development Opportunities:

• Operations Skill Advancement: Gain deep expertise in government service transformation, advanced CX methodologies, and digital strategy through hands-on project experience.

• Industry Conferences & Certifications: Opportunities to attend relevant industry events and pursue certifications in service design, CX, or public sector innovation.

• Operations Mentorship: Benefit from Sia's tailored career advocacy program, receiving mentorship from experienced consultants and partners to guide professional development and leadership growth.

• Exposure to Consulting 4.0: Learn and apply cutting-edge digital technologies like AI, automation, and data science within a consulting context.

📝 Enhancement Note: This role presents significant opportunities for professional development by tackling complex challenges in a high-impact sector. Candidates should be prepared to demonstrate resilience, adaptability, and a proactive approach to learning and problem-solving within the unique context of public sector consulting.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex government service you have redesigned. What were the key challenges, your approach, and the resulting impact?" (Focus on methodology, stakeholder management, and quantifiable outcomes).

• "How would you approach understanding the needs of diverse citizen segments in Abu Dhabi for a new digital service? What tools and techniques would you use?" (Highlight your user-centric design process and familiarity with local context).

• "Imagine a government department is resistant to adopting a new digital service model. How would you influence stakeholders and gain buy-in for your proposed service design?" (Focus on change management, communication, and value proposition articulation). Company & Culture Questions:

• "What attracts you to Sia Partners and our 'Consulting 4.0' approach?" (Research Sia's website, values, and recent work; connect it to your own career aspirations).

• "How do you embody our values of Excellence, Entrepreneurship, and Teamwork in your professional life?" (Provide specific examples from your experience).

• "How do you see your role contributing to the 'Sia Village' concept and fostering knowledge sharing?" (Discuss your willingness to mentor, share insights, and collaborate). Portfolio Presentation Strategy:

• The "Why": Clearly articulate the business problem or customer need that drove each project.

• Your Role & Actions: Detail your specific contributions, methodologies used, and key decisions made.

• The "How": Showcase your deliverables (journey maps, blueprints, personas) and explain the insights they provided.

• The Impact: Quantify the results achieved, focusing on metrics relevant to service efficiency, customer satisfaction, or operational improvements.

• Relevance to Abu Dhabi: Explicitly connect your experience and portfolio pieces to the requirements of this specific role and the Abu Dhabi government context.

📝 Enhancement Note: Preparation should focus on demonstrating a blend of technical service design skills, strategic thinking, strong communication abilities, and cultural fit with Sia's values. Be ready to articulate your impact clearly and concisely, using your portfolio as evidence.

📌 Application Steps

To apply for this CX Design Consultant position:

• Submit your application through the provided link on SmartRecruiters.

• Resume Optimization: Tailor your resume to highlight specific experience in customer experience design, service design, government transformation, and any direct work with Abu Dhabi government entities or platforms like TAMM. Quantify achievements wherever possible.

• Portfolio Curation: Prepare a digital portfolio that showcases 2-3 of your most relevant projects. Ensure it includes examples of customer journey maps, service blueprints, personas, and process maps, with clear explanations of your role and the impact achieved.

• Language Proficiency: Be ready to demonstrate your professional fluency in both Arabic and English during the interview process.

• Company Research: Thoroughly research Sia Partners, their Consulting 4.0 approach, their values, and their work in the Middle East, particularly in the public sector. Understand the significance of the TAMM platform in Abu Dhabi.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.