We are looking for an experienced Service Designer – Team Lead to lead the design and transformation of customer experiences across physical, digital, and assisted-service channels.
The successful candidate will own service experience design standards, lead the redesign of key customer-facing services, facilitate structured co-design workshops, and establish a persona-led journey design approach. The role will also involve building and leading a small Service Design team and working closely with Operations, 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, including:
- Fuel
- EV Charging
- LPG
- Car Wash
- VIP/Value-added customer services
- Plan and facilitate structured ideation and co-design workshops with individual service lines and key stakeholders.
- Establish a persona-anchored journey design methodology, ensuring design priorities are aligned with key customer segments.
- Identify customer pain points, opportunities, and service improvements across end-to-end customer journeys.
- Prioritize service design initiatives and recommend where design investment will deliver the greatest customer and business impact.
- Build, lead, coach, and develop a Service Design team, including a Service Design Specialist and Analyst.
- Represent Service Design in cross-functional delivery and governance reviews with Operations, IT, Human Capital, and other relevant stakeholders.
- Partner with Quality & Training and Call & Service Center teams to ensure service design standards are effectively translated into frontline processes, scripts, and training materials.
- Ensure consistency between the intended customer experience and the experience delivered across frontline and digital touchpoints.
- Develop service blueprints, customer journey maps, personas, experience principles, and other service design deliverables as required.
- Drive stakeholder alignment and ensure service design recommendations are translated into actionable implementation plans.
Requirements
- 7+ years of experience in Service Design, Customer Experience (CX), Experience Design, or a closely related field.
- Proven experience leading service design or CX transformation initiatives across multiple customer touchpoints.
- Strong experience designing end-to-end customer journeys across physical, digital, and assisted-service channels.
- Demonstrated experience facilitating ideation, co-design, and stakeholder workshops.
- Strong understanding of service design methodologies, including journey mapping, personas, service blueprints, customer research, and experience principles.
- Previous experience in a team lead / managerial capacity, including coaching or managing service design professionals.
- Strong stakeholder management skills with the ability to work effectively across business, operations, technology, and customer-facing functions.
- Experience translating service design concepts into frontline processes, scripts, training, and operational standards.
- Strong communication, presentation, facilitation, and problem-solving skills.
- Ability to work onsite in Abu Dhabi for the full 3-month contract.
- Experience working in large, complex, customer-facing organizations is highly preferred.
Contract Details
Contract: 3 Months
Location: Abu Dhabi, UAE
Work Arrangement: Onsite
Availability: Candidates must be available to work onsite in Abu Dhabi for the duration of the contract.