Head of Customer Experience Design

About the role

The Head of Customer Experience Design leads the end‑to‑end experience design strategy for Al Tayer Insignia’s luxury retail portfolio, covering physical, digital and phygital touchpoints. This senior role shapes the brand’s experiential north star and drives innovative, human‑centred design across all customer journeys.

Key responsibilities

• Define the experience design vision and multi‑year roadmap, translating the Customer Strategy into concrete design priorities across stores, online flagships and new concepts.
• Build the experience design function from scratch, establishing methodology, standards, tools, governance and talent.
• Own journey mapping and service design for the full customer lifecycle, applying Design Thinking and connecting strategy, CX, UX and UI.
• Collaborate with Customer Intelligence, Digital, IT and front‑line teams to turn insights into design interventions and continuously improve key journeys.
• Manage and coach the Experience Design unit, fostering a culture of design across the organisation.

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 senior stakeholders.
• Strong ability to bridge business strategy, brand strategy, trends analysis and financial outcomes through design.

Required skills

• Fluency in Design Frameworks, Experience Design and UX Design.
• Expertise in Design Thinking methodologies and service design tools.