Senior Manager - Service Design

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Dubai Airports is seeking a Senior Manager, Service Design to join the Strategy and Development group, turning research into full customer experiences and translating strategy into realized benefits. You’ll evaluate challenges, uncover customer needs, design workflows, and craft proposals while partnering with the Head of Service Design on data-driven decision support. Ideal candidates hold a Bachelor’s in Service Design or related field, with 7–10 years in service design and 10–12 years, plus knowledge of strategy, research, prototyping and implementation, and proficiency with Adobe Creative Suite; journey maps. Tailor your resume to show measurable results, include a portfolio, and confirm eligibility to work onsite in the UAE.

THIS IS WHAT FUTURE FOCUS FEELS LIKE

STRATEGY AND DEVELOPMENT

Senior Manager – Service Design

The strategy group maps out where we’re going, what that means, and what it looks like. Our research team analyses the industry so that we’re never playing catch-up. Design translates strategies into award winning products and experiences. In program management, it’s more about the delivery of our strategies into realized benefits. And our corporate planning team creates strategy so that we’re agile enough to respond in a fast-evolving industry

What you’ll deliver

•You'll evaluate enterprise‑wide challenges, operational changes, and strategic priorities to assess their long‑term impact on service delivery.

•You'll direct the discovery of customer needs and pain points through advanced research methodologies

•You'll lead strategic collaboration with internal and external stakeholders to design user‑centric, end‑to‑end workflows and operating models aligned with industry best practices.

•You'll oversee the development of high-impact project proposals that translate service design insights into persuasive, research-backed recommendations.

•You'll partner with the Head of Service Design to shape the evolution of data and information presentation strategies that support informed decision-making.

What you bring

•You should be educated to a Bachelor’s Degree in Service Design or related specialty, acquired 7 – 10 years of relevant experience in designing services and 10 – 12 years of overall experience

•You’ll have knowledge of areas of expertise within the broader service design environment, such as service design strategy, research, prototyping and implementation

•You’ll have extensive Adobe Creative Suite and other related design software experience

•You'll have strong abilities in the creation and visualization of journey maps, as well as service ideation, interaction, and specification.

Life at Dubai Airports

Fast-moving and fast-growing, Dubai Airports is a business that’s all about delivering great airport experiences, 24 hours a day. Life here means always pushing – and being pushed – to work better and smarter. With us, you’ll be encouraged to be the best you can be. You’ll be part of the team that connects the world. And at every opportunity, you’ll go beyond; delivering an advanced, innovative future for yourself and our business, and making an Impact that delivers for Dubai.