CX Service Designer

About the role

We are seeking an experienced Service Designer / CX Designer to shape end‑to‑end customer and service experiences for our clients in Abu Dhabi. The role involves analysing current services, identifying improvement opportunities and designing future‑state journeys across digital and physical channels.

Key responsibilities

• Conduct research and stakeholder interviews to understand customer needs, behaviours and operational challenges.
• Map end‑to‑end customer journeys, create journey maps, empathy maps, experience maps and service blueprints.
• Plan, structure and facilitate client workshops covering discovery, co‑creation, ideation and prioritisation.
• Design future‑state service experiences and develop service blueprints linking front‑stage interactions with back‑stage processes.
• Collaborate with UX designers, researchers and product teams to translate service concepts into deliverable experiences.

Required profile

• Minimum 8 years of hands‑on experience in Service Design or Customer Experience.
• Proven ability to map complex end‑to‑end journeys across digital and physical touchpoints.
• Strong workshop facilitation skills with experience leading sessions for senior stakeholders.
• Excellent analytical, problem‑solving and visual communication abilities.
• Arabic speaking is a plus and willingness to work onsite with clients.

Required skills

• Proficiency with service‑design and collaboration tools such as Figma, FigJam, Miro or Lucidchart.
• Experience using AI‑powered research and synthesis tools to accelerate design activities.