Experience Designer

About the job

The company is seeking an Experience Designer to lead human-centred design across end-to-end services and digital products within a major digital transformation programme. You will translate user research into coherent, accessible, and implementable experiences, connecting user needs, business processes, and platform capabilities across digital and assisted-service channels. Working with business, change, product, and engineering teams, you will own design quality from discovery through implementation, release, and continuous improvement.

Key Responsibilities

User Research & Discovery

• Plan and conduct user interviews, contextual inquiry, observation, and usability testing.
• Combine qualitative research and quantitative evidence to understand user needs, behaviours, and pain points.
• Translate findings into actionable insights, design priorities, and recommendations.
• Validate assumptions with users and stakeholders throughout the design lifecycle.

Service & Experience Design

• Develop personas, end-to-end user journeys, service blueprints, information architecture, and experience principles.
• Connect user-facing experiences with supporting processes, systems, and operational requirements.
• Design coherent journeys across portals, mobile interfaces, workflows, notifications, collaboration tools, and assisted-service touchpoints.
• Address role-based needs, complex workflows, permissions, and integration dependencies.

Co-design, Interaction & Prototyping

• Facilitate co-design workshops and design sprints with users and stakeholders.
• Create wireframes and interactive prototypes to explore concepts and test usability.
• Develop interface designs, design-system components, and implementation specifications.
• Refine solutions through feedback, testing, and technical feasibility reviews.

Accessibility & Multilingual Design

• Apply approved accessibility standards and inclusive design principles throughout discovery, design, and validation.
• Account for language, layout, navigation, and interaction needs across Arabic and English experiences.
• Work with delivery teams to identify and resolve accessibility and usability issues.
• Maintain a consistent experience across responsive interfaces and service channels.

Design-to-Delivery Assurance

• Collaborate with product, platform, and engineering teams to ensure designs are feasible and implementable.
• Maintain traceability between research findings, user requirements, and design decisions.
• Provide clear design specifications and support hand-off to delivery teams.
• Review implementation during build and release to assure design quality and consistency.

Adoption & Continuous Improvement

• Align onboarding, guidance, and learning materials with the delivered interfaces.
• Use user feedback, usability findings, and product analytics to improve live experiences.
• Define and track experience measures to assess outcomes and prioritise improvements.
• Contribute reusable design methods, templates, and experience-led content to discovery and proposal activities.

Required Qualifications & Experience

• At least 5 years of experience in experience design, service design, UX design, or a related discipline.
• Experience delivering end-to-end assignments from problem framing and research through implementation and measurement.
• A strong portfolio demonstrating human-centred design within complex service or digital product environments.
• Portfolio evidence covering research, user journeys, service blueprints, information architecture, prototyping, design systems, and measurable post-launch improvement.
• Proficiency in Figma or equivalent design and prototyping tools.
• Practical knowledge of accessibility, inclusive design, and multilingual experience considerations.
• Strong workshop facilitation, storytelling, and stakeholder-engagement skills.
• Ability to collaborate across business, organisational change, technical, and delivery teams.
• Degree in Design, Human-Computer Interaction, Service Design, Psychology, or a related discipline, or equivalent professional experience.

Preferred Qualifications & Experience

• Experience designing services in government or defence environments.
• Experience with enterprise platforms, role-based interfaces, complex workflows, permissions, and data-driven interactions.
• Direct experience designing Arabic and English interfaces, including right-to-left and left-to-right layouts.
• Working knowledge of design-system governance, responsive design, and accessibility testing.
• Experience using product analytics to measure and improve user experiences.
• Experience handing designs over to agile engineering teams and supporting implementation.
• Relevant UX, service design, or accessibility certification.

What We Look For
We are looking for a designer who grounds decisions in user evidence and understands how experiences connect to processes, platforms, and operational constraints. You should be able to make complex services easier to use, communicate design decisions clearly, and build shared ownership through structured collaboration. Your portfolio should demonstrate both thoughtful design and practical delivery outcomes.