Experience Design Team Leader - 3 Months - Remote - Octopus by RTG

robusta; United Arab Emirates; Remote; AED 300,000 - 500,000; Full time

Job summary

robusta is seeking an experienced Experience Design Team Leader to define and own the end-to-end customer experience architecture across the company's service ecosystem. You will shape the future-state ecosystem experience architecture and blueprint, aligning cross-functional teams around scalable operating models and experience standards.

You will lead workshops, coach a design team, translate customer insights into concrete designs, and apply service blueprints, design systems and journey

Qualifications

• 8-12 years of experience in Service Design, Experience Design, Customer Experience, Retail, Hospitality, Aviation, or multi-site consumer environments.

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 Design

Experience Design

CX Architecture

Team Leadership

Workshop Facilitation

Stakeholder Alignment

Job description

About the Role

We are looking for an experienced Experience Design Team Leader to define and own the end-to-end customer experience architecture across the company's service ecosystem, shaping the future-state ecosystem experience architecture and blueprint.

Roles and 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.
• 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.