Head of Experience Design

About the role

The Head of Experience Design leads the end‑to‑end experience design strategy for Al Tayer Insignia’s portfolio, shaping physical, digital and phygital touchpoints to create differentiated, customer‑centric retail experiences.

Key responsibilities

• Define the experience design vision and multi‑year roadmap, translating the Customer Strategy into concrete design priorities across physical, digital and phygital touchpoints.
• 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, connecting strategy, CX, UX and UI.
• Collaborate with Customer Intelligence, Digital, IT and front‑line teams to translate insights into design interventions and continuously improve key journeys.

Required profile

• 8‑10+ years of experience in experience or service design, preferably within luxury retail, hospitality or premium omnichannel environments.
• Demonstrated ability to design and scale a CX/XD practice and to influence cross‑functional stakeholders.

Required skills

• Experience Design
• UX Design
• Design Thinking
• Design Frameworks