Senior CX / Service Designer

About the role

We’re looking for an experienced Service Designer / CX Designer to join our team and shape better end‑to‑end customer and service experiences. You will analyse current services across people, processes, systems and touchpoints, identify improvement opportunities and design future‑state journeys.

Key responsibilities

• Conduct research and stakeholder interviews to uncover customer needs, behaviours and operational challenges.
• Map end‑to‑end customer journeys, empathy maps, experience maps and service blueprints for both digital and physical channels.
• Analyse existing services and processes to identify friction, gaps and opportunities for improvement.
• Design future‑state journeys and service models that align with business objectives.
• Plan, structure and facilitate discovery, co‑creation and ideation workshops with clients and senior stakeholders.
• Translate complex workflows into clear visual process maps and service blueprints.

Required profile

• At least 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 senior stakeholder sessions.
• Excellent analytical and problem‑solving abilities to simplify complex services.
• Fluent English; Arabic speaking is a plus.

Required skills

• Figma
• FigJam
• Miro
• Lucidchart
• AI‑powered research and synthesis tools