Associate Manager User Research

Chourouk El Hajj

SERVICE & INTERACTION (UX) DESIGN LEAD

Ontario, Canada 647-***-**** **************@*****.*** Dynamic and results-oriented UX Design Lead with over 8 years of experience in leading user-centered design projects. Proven expertise in guiding cross-functional teams to create intuitive and engaging digital experiences. Strong advocate for design thinking, user research, and collaboration, with a track record of driving innovation and improving user satisfaction. Experience

Accenture Song (Dubai, UAE) Apr 2016 – Jul 2024

Service & Interaction Design Associate Manager (2021-2024)

• Unified Design Framework: Led the strategy and roadmap for a cohesive design framework across multiple industries (e.g., Oil & Gas, Telecom), ensuring high quality and functionality for diverse users

(e.g., Suppliers, Employees, Executives).

• Collaborative Leadership: Guided a team of UX and UI designers globally, fostering a creative environment while managing communications and reporting for strategic initiatives in partnership with executive leadership.

• User-Centric Design: Conducted user research and usability testing to drive actionable design improvements, created wireframes and prototypes using Figma and Sketch, and established design standards that align with business objectives and enhance the overall user experience. Projects completed at this role:

• Supplier Hub Portal (Procurement, Oil & Gas)

• Employee Experience Mobile App (Oil & Gas) - Red Dot Design Award 2024

• Shared Services Portal & Mobile App (Oil & Gas)

Service & Interaction Design Specialist (2019-2021)

• Strategic Service Design Development: Led the creation of service design strategies that align with client business goals and user needs, advocating for a user-centered approach and influencing key stakeholders within the organization.

• Team Leadership and Mentorship: Defined processes and workflows for an in-house design studio while providing guidance and mentorship to junior designers through workshops, training sessions, and design critiques to enhance team capabilities.

• User Research and Iterative Design: Conducted comprehensive user research to gather insights, synthesizing findings into personas and journey maps, while facilitating collaboration among designers, product managers, and developers to create prototypes and validate service concepts through usability testing.

Projects Completed at this role:

• B2B Digital Transformation (Telecom)

• B2C/B2B Digital Transformation (Capital Markets)

• B2C Digital Transformation (Banking)

• Setting up an in-house design studio (Telecom)

Service & Interaction Design Senior Analyst (2017-2019)

• User-Centric Mobile App Design: Led the UX design of a telecom B2C mobile app, overseeing user flows, information architecture, and quality assurance, while collaborating with stakeholders to align design strategies with business goals.

• Comprehensive User Research and Prototyping: Conducted qualitative and quantitative research to create user personas and journey maps, developing high-fidelity prototypes for usability testing and iterating designs based on user feedback.

• Collaboration and Mentorship: Mapped end-to-end service experiences and designed service blueprints while facilitating workshops and providing mentorship to junior designers, fostering a collaborative environment and ensuring cohesive implementation of design solutions. Projects Completed at this role:

• Setting up a Co-Creation Lab and in-house design studio (Telecom)

• Employee Experience (Consulting)

• Electronic Payment Machine (Telecom)

• Smart Home Mobile App

Service & Interaction Design Analyst (2016-2017)

• User Research and Data Analysis: Assisted in conducting user interviews, surveys, and usability tests, collecting and analyzing qualitative and quantitative data to understand user needs and behaviors.

• Wireframing and Prototyping: Created high-fidelity wireframes and developed interactive prototypes using Figma and Sketch, facilitating testing and feedback to refine designs based on user insights.

• Collaboration and Documentation: Worked closely with senior designers, product managers, and developers to align design goals, participated in brainstorming sessions, and documented design processes and user feedback for continuity and improvement. Projects Completed at this role:

• Digital Signage across physical stores (Telecom)

• B2C Mobile App (Telecom)

Education

IE School of Architecture & Design (Instituto de Empresa) Master's in strategic design of spaces

Spain, Madrid

2015 – 2016

American University of Sharjah

Bachelor's of Interior Design

Sharjah, UAE

2010 – 2014

Skills & abilities

• Cross-Functional Collaboration

• Team Leadership & Mentoring

• Agile Methodologies (JIRA, Sprint Planning)

• Communication & Presentation Skills

• Design Systems & Guidelines

• Wireframing & Prototyping (Figma, Sketch)

• Design Strategy & Vision

• User Research & Usability Testing

Awards & Certifications

• Red Dot Design Award - 2024

• Designing for Change through IDEO’s approach – 2018

• One Team Award for BP Student Research Award – 2014 Languages

• English: Proficient, spoken and written

• Arabic: Native

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