Lead Experience (CX) Designer

About the role

The Lead Experience (CX) Designer heads Al Tayer Insignia’s Experience Design practice, 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 associate interfaces and customer‑facing experiences, especially for flagship concepts such as Amber.
• Lead qualitative research initiatives (shop‑alongs, staff interviews, mystery shopping) and translate findings into design decisions.
• Mentor junior designers and agency resources, and help build the broader Experience Design team.
• Collaborate with brand, digital, product, IT and store teams to ensure designs are co‑created, gain strong buy‑in and are implemented as intended.

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, preferably within luxury retail, hospitality or premium omnichannel environments.

Required skills

• Strong fluency in journey mapping and service blueprinting.
• Proficiency with prototyping tools such as Figma (or equivalent) and no‑code platforms like bolt.new.
• Ability to conduct and synthesize qualitative research.
• Excellent design documentation habits to produce artefacts that teams can act on.