CX Architecture Lead - Experience & Ecosystem Design

Robusta Studio; Abu Dhabi; On-site; AED 279,000 - 424,000; Full time

Job summary

Robusta Studio is seeking an experienced Experience Design Team Leader to own the end-to-end customer experience architecture across the company’s service ecosystem. You will define the future-state ecosystem and blueprint, and lead workshops to align stakeholders while coaching a design team and translating insights into scalable operating models.

Ideal candidates bring 8–12 years in service/experience design across multi-site consumer environments, with strong facilitation skills and a track

Qualifications

• 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.

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.

Skills

Service blueprints

Design systems

Journey architecture

Prioritization frameworks

Implementation planning

Facilitation skills

Workshop leadership

Stakeholder alignment

Team coaching

Customer insights

Job description

Robusta Studio is seeking an experienced Experience Design Team Leader to own the end-to-end customer experience architecture across the company’s service ecosystem. You will define the future-state ecosystem and blueprint, and lead workshops to align stakeholders while coaching a design team and translating insights into scalable operating models.

Ideal candidates bring 8–12 years in service/experience design across multi-site consumer environments, with strong facilitation skills and a track