Customer Journey Specialist

Black Pearl Consult; Ajman; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading consultancy firm in the UAE is seeking a Customer Journey Specialist to enhance customer experiences across channels. The role involves mapping customer journeys, leading design workshops, and collaborating with digital teams for UI/UX improvements. Ideal candidates will possess a related bachelor's degree and have 2-7 years in service design or UX roles, with strong skills in design tools like Figma and Sketch. Arabic language proficiency is mandatory.

Qualifications

• Experience in service design, journey mapping or UX roles.
• 2-7 years of experience depending on educational attainment.
• Knowledge of CX standards (ICXS, IDCXS) is preferred.

Responsibilities

• Create and update customer journey maps, service blueprints and future-state designs.
• Lead workshops to identify customer needs and co-design solutions.
• Develop service and process design specifications for new experiences.
• Work with digital teams to support UI/UX design and ensure feasibility.
• Use insights from research and VoC data to guide journey improvements.

Skills

Service Design

UX/UI

Journey Mapping

Figma

Sketch

Adobe XD

Arabic language

Education

Bachelors degree in Service Design, UX/UI, HCI, Business or a related field

Job description

We are seeking a Customer Journey Specialist to map design and improve customer journeys across all channels. You will work with cross‑functional teams to identify pain points and design better, more seamless experiences.

Key Responsibilities

• Create and update customer journey maps, service blueprints and future‑state designs.
• Lead workshops to identify customer needs and co‑design solutions.
• Develop service and process design specifications for new experiences.
• Work with digital teams to support UI/UX design and ensure feasibility.
• Use insights from research and VoC data to guide journey improvements.

Requirements & Qualifications

• Bachelors degree in Service Design, UX/UI, HCI, Business or a related field.
• Experience in service design, journey mapping or UX roles.
• 2‑7 years of experience (depends on educational attainment).
• Strong skills in design tools such as Figma, Sketch or Adobe XD.
• Knowledge of CX standards (ICXS, IDCXS) is preferred.
• Arabic language is mandatory but not required.

Disclaimer: Black Pearl will never ask for money or any form to charge our candidates just to process or consider their application for any of our available vacancies. If you happen to receive such request from any members of our staff or other individuals claiming to be part of Black Pearl please do call our office or drop us a message on our website.