Lead Experience (CX) Designer

About the role

The Lead Experience (CX) Designer heads the Experience Design practice for Al Tayer Insignia, turning brand strategy into tangible, testable designs across physical, digital and phygital touchpoints. Reporting to the Head of Experience Design, the role creates journey maps, service blueprints and prototypes that guide cross‑functional teams.

Key responsibilities

• Develop detailed customer journey maps and service blueprints for each brand, segment and touchpoint.
• Design and prototype client‑eling tools, front‑line interfaces and customer‑facing concepts, especially for flagship brands and the Amber platform.
• Lead qualitative research (shop‑alongs, staff interviews, mystery shopping) and translate findings into design decisions.
• Mentor junior designers, contribute to design methodology, and help build the Experience Design team.

Required profile

• Academic background in Design, Creative, UX/Service Design or a related field; CX certifications (e.g., CCXP) are a plus.
• 4‑7 years of CX/service design and UX experience, preferably in luxury retail, hospitality or premium omnichannel environments.
• Proven ability to work autonomously on detailed craft while aligning with broader strategic direction.

Required skills

• Proficiency with Figma or equivalent prototyping tools.
• Experience using no‑code prototyping platforms such as bolt.new.
• Strong expertise in journey mapping and service blueprinting.
• Ability to conduct and synthesize qualitative research into actionable design artefacts.