Experience Design Team Leader

99brightminds; Dubai; On-site; AED 420,000 - 680,000; Full time

Job summary

99Bright Minds is seeking an Experience Design Team Leader to define the future-state experience architecture and blueprint for a large, multi-site consumer service ecosystem. This senior role owns end-to-end customer experience architecture from service blueprints to implementation planning.

The leader will build connected service ecosystems, guide prioritization, and coach a design team, translating insights into scalable operating models and experience standards across multiple sites in the

Qualifications

• 8–12 years of experience in Service Design, Experience Design or Customer Experience.
• Background in Retail, Hospitality, Aviation or other multi-site consumer environments.
• Proven experience designing connected service ecosystems.
• Strong expertise in service blueprints, design systems, journey architecture, prioritization frameworks and implementation planning.
• Exceptional facilitation skills: leading workshops, aligning stakeholders and coaching a design team.
• Ability to translate customer insights into scalable operating models and experience standards.

Responsibilities

• Define and own the end-to-end customer experience architecture across the service ecosystem.
• Design connected service ecosystems, not standalone touchpoints.
• Build and maintain service blueprints, journey architecture and design systems.
• Set prioritization frameworks and lead implementation planning.
• Facilitate workshops and align cross-functional stakeholders around a shared experience vision.
• Coach and lead a team of experience designers.
• Turn customer insights into scalable operating models and experience standards.

Skills

Experience Design

Service Design

Customer Experience

Team Leadership

Workshop Facilitation

Service Blueprints

Journey Architecture

Implementation Planning

Stakeholder Alignment

Job description

99Bright Minds is hiring an Experience Design Team Leader to define the future-state experience architecture and blueprint for a large, multi-site consumer service ecosystem. This is a senior leadership role that owns the end-to-end customer experience architecture, from service blueprints and journey architecture through to experience standards and implementation planning.

Key responsibilities

• Define and own the end-to-end customer experience architecture across the service ecosystem.
• Design connected service ecosystems, not standalone touchpoints.
• Build and maintain service blueprints, journey architecture and design systems.
• Set prioritization frameworks and lead implementation planning.
• Facilitate workshops and align cross-functional stakeholders around a shared experience vision.
• Coach and lead a team of experience designers.
• Turn customer insights into scalable operating models and experience standards.

Requirements

• 8–12 years of experience in Service Design, Experience Design or Customer Experience.
• Background in Retail, Hospitality, Aviation or other multi-site consumer environments.
• Proven experience designing connected service ecosystems.
• Strong expertise in service blueprints, design systems, journey architecture, prioritization frameworks and implementation planning.
• Exceptional facilitation skills: leading workshops, aligning stakeholders and coaching a design team.
• Ability to translate customer insights into scalable operating models and experience standards.

Nice to have

• Experience in the UAE
• Experience with large transformation programs or experience standards rollouts
• Background in design systems and operating model design