CX Service Designer
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.
You’ll work closely with clients, users, and cross-functional teams to understand customer needs, business objectives, operational realities, and pain points. You’ll map current experiences, facilitate workshops, uncover opportunities, and design future-state journeys and service models across both digital and physical channels.
This is a relatively senior, hands-on role for someone who can move confidently between customer experience, service design, research, workshop facilitation, and business process thinking, turning complex challenges into clear and actionable solutions.
What you'll do
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 opportunities for improvement
Map end-to-end customer journeys across digital and physical channels
Identify customer needs, pain points, moments that matter, and opportunities to improve the overall experience
Create customer journey maps, empathy maps, experience maps, and service blueprints to visualize and communicate findings
Map current-state (as-is) experiences, services, and processes to understand how they operate today
Design future-state (to-be) journeys and service experiences that address customer and business needs
Develop service blueprints connecting frontstage customer interactions with backstage processes, people, systems, and dependencies
Plan, structure, and facilitate client and stakeholder workshops, including discovery, journey mapping, co-creation, ideation, prioritization, and future-state design sessions
Lead workshop discussions, manage different stakeholder perspectives, and turn workshop outputs into clear insights, decisions, and next steps
Translate complex business and operational workflows into clear visual process maps and service models
Collaborate with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into deliverable experiences
Validate proposed journeys and service concepts with users and stakeholders where required
Define clear recommendations and opportunities that can guide subsequent product, UX, operational, or technology decisions
Document and present research, journeys, processes, service concepts, and recommendations clearly to senior stakeholders and clients
Requirements
You’re our match if you have
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 experience creating journey maps, service blueprints, experience maps, and process flows
Experience mapping both current-state (as-is) and future-state (to-be) services and processes
Strong workshop facilitation experience, with the confidence to independently plan and lead sessions with clients, senior stakeholders, and cross-functional teams
Experience facilitating discovery, journey mapping, co-creation, ideation, prioritization, and future-state workshops
Strong understanding of how customer experience connects with people, processes, operations, systems, and technology
Experience conducting or working directly with customer and stakeholder research
Ability to uncover customer needs, pain points, behavioural insights, and opportunities for service improvement
Strong analytical and problem-solving skills, with the ability to make sense of complex services and business environments
Ability to simplify complex systems, processes, and experiences into clear and actionable visual outputs
Strong proficiency with modern service design, research, mapping, prototyping, and collaboration tools, such as Figma, FigJam, Miro, Lucidchart, or similar
Up-to-date knowledge of the latest digital and AI-powered tools used across research, synthesis, journey mapping, service design, visualization, and prototyping
Ability to use AI tools to accelerate research synthesis, analysis, ideation, documentation, and service design activities while maintaining strong human judgment and quality
Curiosity and willingness to continuously explore and adopt new tools and methods that improve the speed and quality of the design process
Strong presentation, storytelling, and stakeholder communication skills
Ability to work collaboratively across multidisciplinary teams while also owning work independently
Strong organizational skills and the ability to manage multiple priorities and changing project requirements
Arabic speaking is a plus
Willingness to work on-site with clients
Flexibility to work across different projects, industries, and client environments