Head of Customer Experience & Service Design

About the role

The Head of Customer Experience & Service Design leads the end‑to‑end experience design strategy across physical, digital and phygital touchpoints for Al Tayer Insignia’s portfolio, shaping a differentiated value proposition and driving both customer delight and commercial outcomes.

Key responsibilities

• Define Al Tayer Insignia's experience design vision and multi‑year roadmap, translating the Customer Strategy into concrete design priorities across physical, digital and phygital channels.
• Build the experience design function from scratch, establishing methodology, standards, tools, governance and talent.
• Own end‑to‑end journey mapping and service design across the full customer lifecycle, deploying design thinking and creating signature moments.
• Partner with brand, digital, IT and store teams to ensure designs are feasible, operationally grounded and aligned with business objectives.

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 collaboration abilities and ability to bridge business strategy, creative design, brand strategy and financial outcomes.

Required skills

• Fluency in design frameworks, experience design and UX design.
• Expertise in design thinking methodologies, journey mapping and service design.
• Ability to translate customer intelligence, trends and VoC insights into design interventions.