Service Designer Team Lead – 3‑Month Onsite Contract in Abu Dhabi

About the role

We are seeking an experienced Service Designer to lead a small team and drive the redesign of key customer‑facing services across physical, digital and assisted‑service channels in Abu Dhabi. The role is a three‑month onsite contract, reporting to operations and collaborating with IT, Human Capital, Quality & Training and Customer Service functions.

Key responsibilities

• Own and establish service experience design standards across physical, digital and assisted‑service channels.
• Lead the redesign of key energy and mobility services such as fuel, EV charging, LPG, car wash and VIP/value‑added services.
• Plan and facilitate structured ideation and co‑design workshops with service lines and stakeholders.
• Establish a persona‑anchored journey design methodology aligned with key customer segments.
• Identify pain points and opportunities across end‑to‑end customer journeys and prioritize design initiatives.
• Build, lead, coach and develop a Service Design team, including a specialist and an analyst.
• Represent Service Design in cross‑functional delivery and governance reviews.
• Partner with Quality & Training and Call & Service Center teams to translate design standards into frontline processes, scripts and training.

Required profile

• 7+ years of experience in Service Design, CX or related fields.
• Proven track record leading service design or CX transformation initiatives across multiple touchpoints.
• Strong experience designing end‑to‑end journeys for physical, digital and assisted‑service channels.
• Demonstrated ability to facilitate ideation, co‑design and stakeholder workshops.
• Previous experience in a team‑lead or managerial capacity, coaching service design professionals.
• Excellent stakeholder management and communication skills.
• Ability to work onsite in Abu Dhabi for the full contract duration.

Required skills

• Service Blueprints
• Customer research
• Journey Mapping
• Stakeholder Management
• Experience design
• Facilitation
• Service Design
• Personas