Senior CX Service Designer

About the role

We’re looking for an experienced Service Designer / CX Designer to join our team and help shape better end‑to‑end customer and service experiences. In this role you’ll analyze how services work today across people, processes, systems, and touchpoints, identify opportunities for improvement, and design how they should work in the future.

Key responsibilities

• Conduct research and stakeholder interviews to understand customer needs, behaviours, business objectives, and operational challenges.
• Analyze existing services and business processes to identify friction, inefficiencies, gaps, and improvement opportunities.
• Map end‑to‑end customer journeys across digital and physical channels and create journey, empathy, experience maps and service blueprints.
• Design future‑state journeys and service experiences that address both customer and business needs.
• Plan, structure and facilitate client and stakeholder workshops, turning outputs into clear insights and next steps.
• Collaborate with UX designers, researchers, business analysts and product teams to translate service concepts into deliverable experiences.
• Validate proposed journeys and service concepts with users and stakeholders where required.
• Document and present research, journeys, processes, service concepts and recommendations to senior stakeholders.

Required profile

• At least 8 years of hands‑on experience in Service Design, Customer Experience or a closely related discipline.
• Proven experience mapping complex end‑to‑end customer journeys across digital and physical touchpoints.
• Strong workshop facilitation experience, able to independently plan and lead sessions with senior stakeholders.
• Deep understanding of how customer experience connects with people, processes, operations, systems and technology.
• Excellent analytical and problem‑solving skills with the ability to simplify complex services into clear visual outputs.
• Arabic speaking is a plus.
• Willingness to work on‑site with clients and flexibility to work across different projects and industries.

Required skills

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