Services Development - Consulting Manager

Shory is the soft revolution in the Insurtech market. Welcome to a new age where insurance actually empowers its customers. We use technology to serve our customers and create ease of mind and trustworthiness around insurance needs. With Shory, a new time has begun.At Shory, we’re redefining service excellence by aligning customer experience with digital innovation. We’re seeking a forward thinking Customer Experience & Service Design Lead to transform how services are designed, prioritized, and delivered across sectors.In this strategic role, you will lead end to end service development from journey mapping and experience design to policy shaping and innovation labs, ensuring every customer touchpoint is seamless, impactful, and future ready.ResponsibilitiesCustomer Journey AnalysisLead studies of customer interactions across all channels (in-person, electronic, and digital).Map and align customer journeys with e-services to ensure a seamless and integrated experience.Identify pain points and opportunities for innovation and improvement. Identify pain points and opportunities for innovation and improvementServices Experience Design Oversee the design and development of innovative services that address customer needs and expectations.Ensure services are integrated with government and private sector digital platforms for a consistent and unified journey.Collaborate with cross-functional teams (product development team and technology team,) to develop advanced solutions.Prioritization of Service ImprovementsSet priorities for initiatives based on their strategic impact on customer experience and digital transformation.Direct resources toward high-value improvements and services with the greatest usage and customer impact.Driving Innovation Lead participation in design labs and innovation initiatives to co-create next-generation government and private sector services.Introduce global best practices and cutting-edge solutions for digital service design and delivery.Foster a culture of innovation within government and private entities and partner teamsService Delivery ExcellenceEnsure that newly designed services—particularly e-services—are implemented effectively and efficiently.Monitor performance metrics such as completion time, accessibility, adoption, and satisfaction.Guarantee an end-to-end customer experience that is smooth, efficient, and user-friendlyPolicy and Standards ContributionContribute to the development of customer experience standards, policies, and guidelines across government entities.Ensure digital customer journeys are consistent, unified, and aligned with global benchmarks.Provide consulting expertise to support policy development in digital transformation and smart government services.Qualifications:Bachelor’s degree in industrial engineering; Information Technology or a related field6–10 years of relevant professional experience in service development, customer experience, or digital transformation, preferably within a consulting firm or UAE-based government entityProven track record in designing and implementing government or corporate services, with emphasis on e-services and customer journey mappingExperience in consulting, advisory roles, or working in cross-functional government or large organizational environments.Strong analytical and problem-solving abilities.Effective communication (written and verbal) in Arabic and English