Senior Service Designer / CX Designer

About the role

We are seeking an experienced Service Designer / CX Designer to help shape end‑to‑end customer and service experiences. The role involves analysing current services, identifying improvement opportunities, and designing future‑state journeys across digital and physical channels.

Key responsibilities

• Conduct research and stakeholder interviews to understand customer needs, behaviours, business objectives, and operational challenges.
• Analyze existing services and processes to identify friction, inefficiencies, gaps, and improvement opportunities.
• Map end‑to‑end customer journeys across digital and physical channels.
• Create journey maps, empathy maps, experience maps, and service blueprints to visualise findings.
• Design future‑state journeys and service experiences that address customer and business needs.
• Plan, structure, and facilitate client and stakeholder workshops, including discovery, co‑creation, ideation, and prioritisation sessions.
• Translate complex business workflows into clear visual process maps and service models.
• Collaborate with UX designers, researchers, product teams and other specialists to turn service concepts into deliverable experiences.
• Validate proposed journeys and service concepts with users and stakeholders where required.
• Document and present research, journeys, processes, service concepts, and recommendations to senior stakeholders.

Required profile

• At least 8 years of hands‑on experience in Service Design, Customer Experience or a closely related discipline.
• Proven ability to map complex end‑to‑end journeys across digital and physical touchpoints.
• Strong workshop facilitation experience, capable of planning and leading sessions with senior stakeholders.
• Ability to work onsite with clients and adapt to different industries and project environments.
• Arabic speaking is a plus.

Required skills

• Figma
• FigJam
• Miro
• Lucidchart
• AI‑powered research and synthesis tools