CX Management Consultant / Service Designer

Job Description

About Us:

HNW Research and Management Consultancy is a forward-thinking organization leveraging data to drive strategic decision-making and innovation. We are seeking a passionate and skilled Senior Consultant to join our top team of consultants and contribute to impactful transformation across the public sector.

Key Responsibilities:

• Lead end-to-end service design engagements, from discovery to delivery, within the government and public sector.
• Take ownership of complex projects and tasks, ensuring alignment with client goals, timelines, and quality standards.
• Plan, manage, and execute multiple workstreams while coordinating with internal and external stakeholders.
• Engage with high-level government stakeholders to understand organizational goals, policy drivers, and user needs.
• Design and facilitate workshops, co-creation sessions, and stakeholder interviews.
• Conduct qualitative research, journey mapping, service blueprinting, and prototyping.
• Translate research insights into actionable recommendations and user-centered service concepts.
• Collaborate with UX designers, researchers, policy experts, and developers to ensure integrated delivery.
• Develop compelling presentations and reports that clearly communicate insights, findings, and strategic recommendations.
• Guide junior consultants and provide oversight to ensure project quality, consistency, and adherence to objectives.
• Apply effective project management practices including scoping, budgeting, risk management, and reporting.
• Support proposal writing and business development efforts as needed.

Qualifications & Skills:

• Bachelor's or master's degree in Industrial Engineering, Design Management, Public Policy, Business, or a related field.
• 3+ years of experience in service design, design research, management consulting, or public sector innovation.
• Proven experience leading complex, multi-stakeholder projects in consultancy or government settings.
• Strong project management skills, including experience with planning tools, timelines, and resource coordination.
• Deep understanding of human-cantered design methodologies and their application in complex systems.
• Excellent facilitation, storytelling, and client-facing communication skills.
• Experience working with public sector clients, particularly within the GCC region, is highly desirable.
• Bilingual proficiency in Arabic and English.