Service Designer

Expect exciting missions:

Do you crave to practice genuine Service Design? Work that actually gets implemented, makes a positive impact on the world, and leaves a lasting legacy – for yourself, your stakeholders, and of course the end-user?

At the Saudi Tourism Authority, we are part of an emerging yet powerful service ecosystem, that is undertaking the largest, coordinated countrywide transformation in modern times.

We are fully committed to using insight, design, and innovation to reimagine the Saudi visitor experience – an amazing opportunity for the best junior, mid-career, and senior service designers to get involved.

We believe Saudi Arabia is full of exciting and meaningful reasons for people, from all walks of life, to visit – an epicentre for spiritual enlightenment, business and adventure.

So if you share our passion, can match our commitment, and help us to achieve great things, join us, in this once in a generation opportunity to redefine tourism – at a time the industry is in global disruption

Responsibilities:

1. System, Service & Experience Design:

• Identify exciting, addressable, and innovative problem statements for the design studio.
• Participate/Lead the facilitation of mixed-format design/innovation sprints: 1, 6, 10-week durations.
• Participate/Lead and deliver strategic and tactical design projects: Product creation, go-to-market, etc.
• Plan, lead and participate in online/physical workshops to deliver valued outcomes.
• Visually communicate the design-thinking process & workshop activities.
• Define and develop high-value, insight-led design artifacts: Personas, Ecologies, Journey Maps, Service Blueprints, Conceptual Prototypes, Research Reports, Design Proposals, etc.
• Present to prominent internal and external stakeholders (inc Saudi Gov Officials & Royalty).

2. Design Evangelism:

• Advocate Life/Human/User-Centered Design, Sustainability, Inclusivity, Service, etc.
• Infuse and elevate the Saudi brand, culture & hospitality from strategy to reality.
• Lead participatory design: Primary/secondary research, co-creation, testing, feedback, etc.
• Orchestrate cross-functional cohesion, team consensus, and stakeholder commitment.
• Promote design quotient across the organization and wider ecosystem.

3. DesignOps:

• Ongoing development of the internal design playbook (methods, standards, etc).
• Grow and develop internal skills and capability in design; through training & recruitment.
• Manage 3rd party design partners/agencies/resources; engagement, workload & quality.

What you offer:

• Hands-on experience in service design (Associate 1-3 years, Manager 3-7 years, Director 7+ years).
• Prior roles in well-known design agencies or consultancies, or highly focused boutique design firms.
• Experience working with Agile teams and methods is a plus.
• Experience in the tourism, hospitality and leisure industries is a plus.
• Additional language skills are a plus, particularly Arabic (not essential)
• NOTE: This is not a digital UX role and therefore not suited to those with only digital project experience
• Candidates without formal qualifications can be considered, subject to demonstrable, relevant experience.
• Bachelor’s and/or Master’s degree in Service Design, Industrial Design, HCD/UCD, Psychology, or related subject is preferred.
• Professional courses, certifications, and training in related subjects will be viewed positively.
  (i.e., design-thinking, customer experience, research, innovation, design, communication, strategy, etc)
• Design-Thinking: Mastery (in practice, not theory) of the concept, context, methods, benefits, compromises.
• Primary Research: Proficiency in planning and conducting ethnography, focus groups, interviews, etc.
• Visual Design: Graphics Communication / Visualisation (UX Sketching, UI, 3D, Architecture, etc a plus).
• Communication: Leadership in Presentations, Workshops, Meetings, and 1:1 co-working/mentoring.
• Motivation: Self-organization, high levels of standard, and ability to motivate others.
• Commitment: Determined to succeed. Willing to relocate to Saudi Arabia when travel restrictions permit.
• Toolchains: Mastery of Miro, Expert in Adobe CC, MS Office/Teams, and Zoom.