Lead Experience (CX) Designer

About the role

Al Tayer Insignia, a luxury retail group active across the GCC, is looking for a Lead Experience Designer to head its Experience Design practice. Reporting to the Head of Experience Design, the role turns experience strategy into tested design work across physical, digital and phygital touchpoints, building journey maps, service blueprints and prototypes. It is also the primary design partner on the Amber clienteling platform and other priority experience initiatives.

Key responsibilities

• Contribute design craft expertise to the Head of Experience Design's roadmap and help define design methodology, standards and documentation as the practice scales.
• Build detailed customer journey maps and service blueprints per brand, segment and touchpoint.
• Design and prototype clienteling tools, front-liner/sales associate interfaces and customer-facing experience concepts, especially for top brands and Amber.
• Collaborate with Customer Intelligence to run qualitative research (shop-alongs, staff interviews, mystery shopping, concept testing) and deploy Design Thinking in day-to-day work.
• Work with brand and vertical stakeholders, digital and product teams, IT, store teams and customer care to make sure designs are co-created and implemented as intended.
• Maintain design documentation and playbooks, and support the tracking and improvement of key journeys.
• Mentor designers, interns and agency resources, and act as a design role model to build design literacy across the business.

Required profile

• Academic background in Design, Creative, UX/Service Design or a related field.
• 4-7 years of experience in CX/service design and UX design, ideally in luxury retail, hospitality or premium omnichannel environments.
• Experience in UX and UI and prototyping, and ability to collaborate with product roles.
• Comfortable presenting work to senior stakeholders and cross-functional teams.

Required skills

• Journey mapping, service blueprinting and prototyping (Figma or equivalent; no-code prototyping such as bolt.new is a bonus).
• Ability to work across physical and digital touchpoints and to run qualitative research.
• Strong documentation habits and autonomy on detailed craft work.