Experience Design Team Leader

Your tasks

About the role We are looking for an experienced experience design team leader to define and own the end-to-end customer experience architecture across the company's service ecosystem, shaping the future-state ecosystem experience architecture and blueprint.

Roles and responsibilities

• Define the future-state ecosystem experience architecture and blueprint.
• Define and own the end-to-end customer experience architecture across the company's service ecosystem.
• Design connected service ecosystems rather than standalone touchpoints.
• Apply expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning.
• Lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards.

Requirements

• 8–12 years of experience in service design, experience design, customer experience, retail, hospitality, aviation, or other multi-site consumer environments.
• Strong expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning.
• Exceptional facilitation skills, with the ability to lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards.
• Preferred backgrounds include service design lead, experience design manager, CX architecture lead, or innovation & experience transformation lead roles within large consumer-facing organizations.