Were looking for an experienced Service Designer / CX Designer to join our team and help shape better end-to-end customer and service experiences.
In this role youll analyze how services work today across people processes systems and touchpoints identify opportunities for improvement and design how they should work in the future.
Youll work closely with clients users and cross-functional teams to understand customer needs business objectives operational realities and pain points. Youll map current experiences facilitate workshops uncover opportunities and design future-state journeys and service models across both digital and physical channels.
This is a relatively senior hands-on role for someone who can move confidently between customer experience service design research workshop facilitation and business process thinking turning complex challenges into clear and actionable solutions.
Map end-to-end customer journeys across digital and physical channels
Map current-state (as-is) experiences services and processes to understand how they operate today
Validate proposed journeys and service concepts with users and stakeholders where required
At least 8 years of hands-on experience in Service Design Customer Experience or a closely related discipline
Proven experience mapping complex end-to-end customer journeys across digital and physical touchpoints
Strong experience creating journey maps service blueprints experience maps and process flows
Experience mapping both current-state (as-is) and future-state (to-be) services and processes
Strong workshop facilitation experience with the confidence to independently plan and lead sessions with clients senior stakeholders and cross-functional teams
Experience facilitating discovery journey mapping co-creation ideation prioritization and future-state workshops
Strong understanding of how customer experience connects with people processes operations systems and technology
Experience conducting or working directly with customer and stakeholder research
Ability to uncover customer needs pain points behavioural insights and opportunities for service improvement
Strong analytical and problem-solving skills with the ability to make sense of complex services and business environments
Ability to simplify complex systems processes and experiences into clear and actionable visual outputs
Strong proficiency with modern service design research mapping prototyping and collaboration tools such as Figma FigJam Miro Lucidchart or similar
Up-to-date knowledge of the latest digital and AI-powered tools used across research synthesis journey mapping service design visualization and prototyping
Ability to use AI tools to accelerate research synthesis analysis ideation documentation and service design activities while maintaining strong human judgment and quality
Curiosity and willingness to continuously explore and adopt new tools and methods that improve the speed and quality of the design process
Strong presentation storytelling and stakeholder communication skills
Ability to work collaboratively across multidisciplinary teams while also owning work independently
Strong organizational skills and the ability to manage multiple priorities and changing project requirements
Arabic speaking is a plus
Willingness to work on-site with clients.
Flexibility to work across different projects industries and client environments
Send us your CV and portfolio:
Required Experience:
IC
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YO AI Labs
Tanqeeb
The Ritz-Carlton Hotel Company LLC