Manager – Service Design & Usability

Job Title: Manager – Service Design & Usability

Department: Customer Experience

Job Overview

We are seeking an experienced and customer-focused Manager – Service Design & Usability to lead initiatives that enhance customer experiences across digital and physical touchpoints. This role will be responsible for customer journey mapping, usability research, UX optimization, service design, and customer feedback analysis to create seamless, customer-centric experiences. The ideal candidate will combine design thinking, user research, and analytical expertise to drive customer satisfaction, operational efficiency, and business outcomes.

Key Responsibilities

• Conduct usability studies, user research, customer interviews, and experience assessments.
• Map and analyze end-to-end customer journeys across multiple channels and touchpoints
• Design and optimize customer-centric services across digital, branch, contact center, and field channels.
• Apply UX/UI, customer experience, and service design methodologies to improve usability and satisfaction.
• Collaborate with business, product, operations, and technology teams to address customer pain points and service opportunities.
• Conduct survey analysis and ensure effective closure of customer feedback loops.
• Generate actionable insights and recommendations to improve CX performance.
• Develop executive dashboards, management reports, and presentations.
• Benchmark usability and customer experience performance against industry standards and best practices.
• Facilitate workshops, design-thinking sessions, and service blueprinting initiatives to enhance customer experiences and support innovation.

Experience Required

• 5 years of experience in Customer Experience, UX Research, Service Design, Design Thinking, Customer Journey Mapping, or related fields.
• Proven experience in improving customer experiences through research, analytics, and service design methodologies.

Educational Background Required

• Bachelor’s degree in Business Administration, Marketing, Design, Psychology, Human-Computer Interaction, Customer Experience, or a related discipline.

Skills & Competencies

• Customer Journey Mapping and Service Blueprinting.
• Human-Centered Design and Design Thinking methodologies.
• UX Research and Usability Testing techniques.
• Experience with tools such as Miro, Figma, Lucidchart, and Visio.
• Knowledge of survey and feedback platforms including Qualtrics, Medallia, and SurveyMonkey.
• Proficiency in Power BI and Microsoft Excel.
• Understanding of Agile methodology and Lean Six Sigma principles (preferred).

Raqami is committed to building a diverse, equitable, and inclusive workplace. We welcome applications from qualified candidates of all backgrounds and are dedicated to providing equal employment opportunities for all.