Head Of Customer Experience Design

About the role

Al Tayer Insignia seeks a senior leader to own the end‑to‑end experience design strategy across physical, digital and phygital touchpoints. The Head of Customer Experience Design will translate customer intelligence and market insights into innovative design interventions that shape the brand’s differentiated value proposition.

Key responsibilities

• Define the experience design vision and multi‑year roadmap, aligning it with the overall Customer Strategy.
• Build the experience design function from scratch, establishing methodology, standards, tools, governance and talent.
• Own journey mapping and service design across the full customer lifecycle, connecting strategy, CX, UX and UI.
• Deploy Design Thinking methodologies and coach stakeholders on the approach.
• Collaborate with Customer Intelligence, Digital, IT and store teams to ensure designs are relevant, feasible and continuously improved.

Required profile

• 8‑10+ years of experience in experience/service design, preferably in luxury retail, hospitality or premium omnichannel environments.
• Proven track record of designing and scaling a CX/XD practice and influencing culture.
• Strong ability to bridge business strategy, creative design, brand strategy and financial outcomes.
• Experience managing and coaching design teams and driving cross‑functional collaboration.

Required skills

• Design Frameworks
• Experience Design
• UX Design
• Design Thinking methodologies