Service Design Manager

Who we areOctopus by RTG is enabling a key partner organization to grow their tech teams while focusing on AI. We are currently looking for the right pioneers to join the team. Octopus is proud to be part of the Robusta Technology Group (RTG) a leading tech group with a decade of experience and a successful track record of delivering over 300 projects across Europe, the Middle East, and North America. RTG has established itself as a preferred employer in the Egyptian market. Octopus and Robusta are building a bridge between Europe and Africa, creating tailored hub solutions to connect companies with top talent across the globe. Octopus is specialized in rapidly assembling remote & onsite global tech teams that are fully aligned with the culture and practices of a particular brand. By providing tailored hubs to suit its clients needs, Octopus gives companies all the advantages of remote work and offshoring without all the OverviewWe are seeking an experienced and strategic Service Design Manager to join our Experience Design team. In this leadership role you will drive the design and transformation of end-to-end services that seamlessly connect digital, physical, and human touchpoints. You will lead service design initiatives, mentor team members, and partner with clients and stakeholders to deliver innovative, customer‑centric solutions that create measurable business impact. The ideal candidate combines strong systems thinking, customer empathy, and business acumen with extensive experience translating complex challenges into scalable service experiences. You will play a critical role in shaping service design practices, facilitating strategic conversations, and ensuring solutions are desirable for customers, viable for the business, and feasible for and manage service design engagements across multiple client projects and industriesDefine and drive service design strategies that align customer needs with business objectivesConduct and oversee qualitative and quantitative research to identify customer needs, pain points, behaviors, and opportunitiesDevelop and validate service blueprints, customer journey maps, ecosystem maps, operating models, and experience principlesFacilitate executive-level workshops, co‑creation sessions, and stakeholder alignment activitiesIdentify service gaps, operational inefficiencies, and innovation opportunities across customer journeys and organizational processesLead the prototyping and testing of service concepts to validate assumptions and optimize experiencesCollaborate with business consultants, researchers, UX/UI designers, process designers, and technology teams to ensure successful implementationDefine success metrics, KPIs, and measurement frameworks to monitor service performance and continuous improvementMentor and coach junior service designers, contributing to capability building and service design best practicesAdvocate for human‑centered design methodologies and foster a customer‑centric culture within client organizations and project teamsMinimum QualificationsBachelor's degree in Service Design, Human‑Centered Design, Interaction Design, Design Strategy, Business Design, or a related field7+ years of experience in Service Design, Customer Experience (CX), Design Strategy, or related disciplinesProven track record of leading complex service design programs within large organizationsExtensive experience developing service blueprints, journey maps, ecosystem maps, and operating modelsStrong stakeholder management and facilitation skills, with experience engaging senior executives and decision‑makersDeep understanding of customer experience design, service innovation, design thinking, and business transformationExperience translating customer insights into strategic recommendations and business outcomesProficiency in tools such as Miro, Figma, Smaply, or similar service design platformsExcellent communication, storytelling, and presentation skillsArabic language proficiency is preferredPreferred QualificationsExperience working with clients in the telecommunications and/or financial services sectorsExperience managing teams, mentoring designers, or leading service design capability developmentFamiliarity with business process design, operating model design, and organizational transformation initiatives