About the Role
We are seeking an Experience Design Team Leader to define the future-state experience architecture and blueprint for a large, multi-site consumer service ecosystem. This is a senior leadership role responsible for owning the end-to-end customer experience architecture, from service blueprints and journey architecture through to experience standards and implementation planning.
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Key Responsibilities
- Define and own the end-to-end customer experience architecture across the service ecosystem.
- Design connected service ecosystems, rather than standalone touchpoints.
- Build and maintain service blueprints, journey architecture, and design systems.
- Set prioritization frameworks and lead implementation planning.
- Facilitate workshops and align cross-functional stakeholders around a shared experience vision.
- Coach and lead a team of experience designers.
- Turn customer insights into scalable operating models and experience standards.
Requirements
- 8–12 years of experience in Service Design, Experience Design, or Customer Experience.
- Background in Retail, Hospitality, Aviation, or other multi-site consumer environments.
- Proven experience designing connected service ecosystems.
- Strong expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning.
- Exceptional facilitation skills: leading workshops, aligning stakeholders, and coaching a design team.
- Ability to translate customer insights into scalable operating models and experience standards.
Nice to Have
- Experience in the UAE.
- Experience with large transformation programs or experience standards rollouts.
- Background in design systems and operating model design.
