Service Design Manager

About the role

PwC Cairo's Advisory practice is looking for a Service Design Manager to help redesign end-to-end services that deliver strong customer experiences and measurable business value. You will work across business, product and technology teams to coordinate people, processes and systems so that every touchpoint offers a seamless, user-centred experience.

Key responsibilities

• Lead end-to-end service design initiatives, from discovery through delivery and optimisation
• Define service strategies aligned with customer needs and business objectives
• Run service assessments to find gaps, inefficiencies and improvement opportunities
• Build service blueprints, journey maps and operating models to guide transformation
• Design and optimise user journeys to improve usability, engagement and adoption
• Work with business, product and engineering teams to keep everyone aligned
• Facilitate workshops and co-creation sessions with stakeholders
• Define and track service KPIs and OKRs
• Mentor junior service designers and build service design capability in the team

Required profile

• Bachelor's degree in design, Human-Computer Interaction or a related field, or equivalent experience
• 8+ years of experience in service design, UX design, product management and product design, or consulting
• Proven track record delivering end-to-end service design or transformation projects
• Preferred: consulting or large-scale digital transformation experience, familiarity with service strategy and operating models, exposure to several industries such as banking, telecom and public sector

Required skills

• Customer journey mapping and service blueprinting
• Experience design and usability
• Agile teamwork and strong stakeholder management
• Data-driven decision making and leadership