Head of Customer Experience & Service Design

Al Tayer Group - UAE; Dubai; On-site; AED 600,000 - 900,000; Full time

Job summary

Al Tayer Insignia, the luxury retail arm of Al Tayer Group in the GCC, seeks a seasoned Experience Design leader to shape and scale its XD practice across luxury brands. You will own the vision, build the function, and drive cross-functional collaboration with Brand, Digital, IT, and retail teams to deliver premium customer journeys.

Ideal candidates have 8–10+ years in experience/service design within luxury or premium omnichannel settings, proven CX/XD leadership, and a track record of

Qualifications

• 8–10+ years in experience/service design, ideally in luxury retail, hospitality, or premium omnichannel environments
• Proven fluency in Design Frameworks, Experience Design, and UX Design
• Proven track record designing and scaling a CX/XD practice
• Mandatory retail experience
• Strong ability to bridge business strategy, creative design, and financial outcomes
• Outstanding collaboration and influence abilities

Responsibilities

• Define Al Tayer Insignia's experience design vision and multi-year roadmap
• Build the experience design function from scratch including methodology, standards, tools, and governance
• Own end-to-end journey mapping and service design across the full customer lifecycle
• Manage the Experience Design unit and drive systematic collaboration with relevant teams
• Translate customer intelligence and trends into design interventions
• Partner cross-functionally with brand and vertical stakeholders to align design work to priorities
• Work closely with tech enabling functions like Digital and IT to ensure technical feasibility
• Design signature moments that balance creative differentiation with commercial impact

Skills

Experience design

UX design

CX/XD leadership

Design frameworks

Job description

Responsibilities

• Define Al Tayer Insignia's experience design vision and multi-year roadmap
• Build the experience design function from scratch including methodology, standards, tools, and governance
• Own end-to-end journey mapping and service design across the full customer lifecycle
• Manage the Experience Design unit and drive systematic collaboration with relevant teams
• Translate customer intelligence and trends into design interventions
• Partner cross-functionally with brand and vertical stakeholders to align design work to priorities
• Work closely with tech enabling functions like Digital and IT to ensure technical feasibility
• Design signature moments that balance creative differentiation with commercial impact

Requirements

• 8-10+ years in experience/service design, ideally in luxury retail, hospitality, or premium omnichannel environments
• Proven fluency in Design Frameworks, Experience Design, and UX Design
• Proven track record designing and scaling a CX/XD practice
• Mandatory retail experience
• Strong ability to bridge business strategy, creative design, and financial outcomes
• Outstanding collaboration and influence abilities

About the Company

Al Tayer Insignia is a luxury retail leader, partnering with the world's most iconic brands for over 40 years, creating award-winning retail experiences across boutiques, department stores, and online platforms in the GCC region.